OPERATIONAL STRATEGIES OF MOTELS IN LEGAZPI CITY

An Undergraduate Thesis Presented

To the Faculty of College of Tourism Management
University of Santo Thomas Legazpi
Peñaranda Campus, Legazpi City

In partial Fulfillment of the Requirements for the Degree

Bachelor of Science in Tourism Management

BENIG, DHALIA G.
RAÑESES, LEAH M.
TIMOG, SHIELA MARIE Y.
 INTRODUCTION

Background of the Study

Operational strategies serve as the backbone of the hospitality industry, particularly in inns,

ensuring efficient day-to-day management and competitiveness. These strategies encompass various areas

such as marketing, human resources, and technology deployment, aiming to enhance service delivery and

guest satisfaction while providing a roadmap for achieving defined objectives in a dynamic landscape. In

inn management, the distinction between "operational" tasks and "strategies" is pivotal, delineating

practical execution from long-term planning essential for success. While operational tasks include

fundamental functions like reception services and room maintenance, directly serving guests, strategies

involve deliberate planning for long-term goals such as marketing and pricing strategies.

The synergy between operational execution and strategic planning is crucial for holistic inn

management, ensuring alignment with overarching objectives and addressing diverse traveler needs in the

global hospitality landscape, ultimately reinforcing inns' significance as affordable and convenient lodging

options worldwide. The evolution of inns from their historical roots as essential stops for travelers to unique

lodging options for modern tourists reflects a globalized concept adapted to local preferences.

Understanding the distinctions between inns and hotels is vital for travelers and industry experts, as

highlighted by sources like the US Industry NAICS Report, delineating defining features and strategic

considerations shaping inns, with key indicators such as location and architectural design setting them apart.

Despite differences, recent trends blur the line between hotels and inns, reflecting evolving consumer

demands and a dynamic hospitality landscape.

Tourism in the Philippines thrives as a vital economic contributor, boasting a diverse range of

attractions from beaches to cultural heritage sites. Among the accommodation options available, inns stand

out as crucial providers of affordable and convenient lodging for both leisure and business travelers. This

study delves into the operational strategies of inns in Legazpi City, spotlighting their pivotal role in the
local tourism scene. Tailored for various types of travelers, these inns offer amenities ranging from basic

to luxurious, ensuring comfort alongside easy access to major attractions in Legazpi City, thus meeting the

varied needs of tourists and travelers. Regulatory frameworks, notably the Tourism Act of 2009, embodied

in Republic Act No. 9593, significantly shape the operational landscape of inns in Legazpi City. This

legislation empowers the Tourism Promotion Board (TPB) to promote tourism destinations and enhance

accommodation standards through initiatives like the Mabuhay Accommodation Policy. By unraveling the

interplay between regulations and industry practices, this research aims to uncover the strategies driving

the success of inns in Legazpi City's dynamic tourism environment.

Recent statistical surveys conducted by the Philippine Statistics Authority (PSA) have provided

profound insights into the inn industry in the Philippines, revealing a notable increase in establishments

engaged in accommodation and food service activities, signaling a growing sector ripe for strategic

planning. These surveys, coupled with studies evaluating technology trends in hospitality, particularly in

Legazpi City, offer valuable insights into global technological adoption and its local impact, furnishing

actionable insights for inn owners and operators to refine business practices and elevate customer service

standards essential for competitiveness in a dynamic market landscape. Internationally, surveys highlight

the significant impact of the COVID-19 pandemic on the hospitality industry, emphasizing the need for

adaptive strategies. Analyses from the US Industry NAICS Report underscore the strategic significance of

inn location near major highways and tourist spots, enhancing visibility and accessibility for travelers,

exemplifying a focus on convenience through tailored amenities and streamlined processes.

Inns in the Philippines face challenges, often associated with negative stereotypes despite efforts

by managers to emphasize their clean and affordable accommodations. Offering various lodging options,

including both basic and more upscale accommodations, these inns cater to travelers seeking short stays

with flexible rates, necessitating a dispelling of misconceptions to promote legitimate use and provide

affordable lodging options. Operational strategies are pivotal for inns to thrive in the competitive tourism

industry, covering marketing, customer service, room management, pricing, and sustainability.
Understanding specific operational strategies employed by inns in Legazpi City, known for its scenic beauty

and vibrant culture, is crucial for both inns and the broader tourism ecosystem. Legazpi City's inns offer

budget-friendly accommodations strategically positioned to meet diverse traveler needs, underscoring the

importance of operational excellence in this bustling tourism destination.

The study focuses on investigating key operational aspects essential for the effective functioning

of inns in Legazpi City, including reception service, resource management, and physical maintenance. It

delves into the roles of front office staff, housekeeping/room attendants, and bell service staff in ensuring

smooth guest experiences, while also examining the efficient deployment of service personnel and

maintenance tasks across various areas of the inn. By comprehensively exploring these variables, the

research aims to uncover operational strategies employed by inns in Legazpi City to optimize their

operations and enhance guest satisfaction. Furthermore, the study seeks to offer valuable insights to inn

proprietors, operators, and potential investors in the hospitality sector, identifying areas for improvement

and proposing practical solutions to boost overall performance and competitiveness. Ultimately, by

fostering a culture of enthusiasm and dedication among professionals in the inn industry of Legazpi City,

this research can positively contribute to the local economy and enhance the satisfaction of tourists and

travelers visiting the city.

Rationale

Understanding relevant policies and laws in the Philippines is crucial for shaping the operational

strategies of inns in Legazpi City. The Tourism Act of 2009 (Republic Act No. 9593) provides a guiding

framework, aligning inn operations with national tourism objectives and standards. Additionally, the

Consumer Act of the Philippines (Republic Act No. 7394) influences business practices by prioritizing fair

dealings with guests, fostering positive customer relations. Local dynamics are integral, with the Local

Government Code of 1991 (Republic Act No. 7160) directly impacting inns, guiding compliance with
municipal guidelines for seamless operations. Moreover, the focus on operational strategies necessitates

consideration of the Anti-Trafficking in Persons Act of 2003 (Republic Act No. 9208), requiring inns to

develop strategies to prevent illegal activities on their premises. Compliance with the Fire Code of the

Philippines (Republic Act No. 9514) is crucial for guest safety, highlighting the need for adherence to fire

safety standards to maintain a secure environment. Overall, a comprehensive understanding of these laws

and policies provides the foundation for effective operational strategies, ensuring compliance, customer

satisfaction, and the success of inns in Legazpi City.

Fire safety is crucial in inns, requiring the implementation of fire alarms, emergency exits, and

strict adherence to regulations to safeguard guests and mitigate legal risks, particularly highlighted by tragic

incidents reported. Equally vital are robust security measures, as recommended by the American Hotel &

Lodging Association, emphasizing surveillance systems and well-trained staff to ensure guest safety.

Sanitation and hygiene standards are also pivotal, with compliance essential to prevent disease spread,

especially amid the ongoing global situation. The insights from this study benefit various stakeholders,

including inn owners, local government authorities, tourism planners, and potential investors, aiming to

enhance operations, formulate supportive policies, elevate the tourist experience, and assess investment

opportunities in the Legazpi City inn industry.

This study explores the operational strategies that have made inns in Legazpi City successful,

recognizing their critical role in the region's tourism industry and economy. The study intends to promote

sustainable growth in the hospitality sector and enhance Legazpi City's appeal as a tourist destination by

illuminating the contributions of inns to the economy and tourism sector. It provides insightful information

to stakeholders, such as inn owners, local government agencies, and tourism authorities, to support

marketing campaigns, policy development, and business improvement. Furthermore, by increasing the

comprehension of inn operations, the study benefits scholars and students who are interested in the

hospitality and tourism fields. Additionally, the study highlights how important guest safety is in inns,

stressing the need to follow strict safety guidelines to protect visitors and maintain the inn's success and
reputation. This is consistent with earlier studies that have shown how crucial safety procedures are to

guaranteeing visitors' happiness and well-being.

Recent trends in the hospitality industry have also seen the rise of alternative lodging options such

as Airbnb, which has significantly impacted the traditional accommodation landscape, including inns in

Legazpi City. Airbnb offers travelers unique and personalized lodging experiences often at competitive

prices, challenging inns to innovate and adapt their operational strategies. This platform connects guests

directly with property owners, providing a wide range of options from single rooms to entire homes, which

has led to an increased demand for more customized and flexible lodging solutions. Inns in Legazpi City,

therefore, must recognize the importance of integrating technology and personalized service to compete

with the growing popularity of Airbnb.

By leveraging online booking systems, enhancing digital marketing efforts, and utilizing guest

feedback to tailor their services, inns can differentiate themselves and offer unique value propositions that

appeal to modern travelers. Furthermore, the regulatory environment concerning Airbnb in the Philippines

is evolving, which presents both challenges and opportunities for traditional inns. Understanding and

navigating these regulatory changes can enable inns to maintain a competitive edge while ensuring

compliance and sustainability.

By embracing elements that make platforms like Airbnb attractive, such as personalized guest

experiences and the use of technology for seamless bookings and communications, inns in Legazpi City

can enhance their operational strategies. This adaptation not only helps inns stay relevant but also allows

them to capitalize on the growing tourism market by meeting the diverse needs of travelers who seek both

the reliability of traditional accommodations and the uniqueness of alternative lodging.

Current State of Research in the Field

The field of hospitality and tourism management has received significant attention due to the

industry's dynamic nature and the necessity for continuous adaptation to market changes. While numerous

studies have explored the relationship between hotel supply and tourism development, focusing on the

positive impact of quantity and quality on tourist influx, there remains a research gap concerning the

operational challenges faced by inns, especially in locations outside major urban centers. Despite broader

analyses of the hospitality industry's market size, growth trends, and key players, there is a distinct lack of

understanding regarding the unique operational hurdles encountered by inns in specific locales like Legazpi

City. This research gap underscores the importance of investigating how digital marketing and customer

feedback mechanisms influence inn operational strategies, tailoring services to the distinct preferences and

behaviors of guests in this region.

While studies have extensively examined the impact of platforms like Airbnb on traditional lodging

establishments, including hotels and inns, there is a notable dearth of exploration into the specific

implications for inns in Legazpi City. Sustainability and social responsibility within the hotel industry have

garnered considerable attention, recognizing the significance of eco-friendly initiatives and stakeholder

engagement; however, research specifically addressing how inns in Legazpi City integrate sustainability

practices remains limited. Existing research has also delved into the crucial facet of the relationship between

front desk services and guest loyalty within inns. Quantifying and analyzing the influence of front desk

interactions on guest loyalty underscores the pivotal role that customer-centric services play in fostering

guest loyalty. Moreover, studies on technological innovations and resource efficiency offer valuable

insights into the sustained effects of technology on the overall efficiency and sustainability of the inn

industry.

Various studies have delved into environmental resource management practices within the inn

industry, focusing on sustainability and shedding light on the evolving landscape of environmentally

conscious resource management in inns. Additionally, research has explored the impact of physical
maintenance on guest satisfaction, establishing a correlation between well-maintained infrastructure and

heightened guest satisfaction levels. Furthermore, other studies provide a comprehensive examination of

physical maintenance practices within the inn industry, identifying best practices and offering practical

insights for optimizing these processes. This valuable knowledge contributes to contemporary hospitality

management, ensuring the longevity, efficiency, and overall quality of the built environment in inns.

This study explores the operational strategies that have made inns in Legazpi City successful,

recognizing their critical role in the region's tourism industry and economy. The study intends to promote

sustainable growth in the hospitality sector and enhance Legazpi City's appeal as a tourist destination by

illuminating the contributions of inns to the economy and tourism sector. It provides insightful information

to stakeholders, such as inn owners, local government agencies, and tourism authorities, to support

marketing campaigns, policy development, and business improvement. Furthermore, by increasing the

comprehension of inn operations, the study benefits scholars and students who are interested in the

hospitality and tourism fields. Additionally, the study highlights how important guest safety is in inns,

stressing the need to follow strict safety guidelines to protect visitors and maintain the inn's success and

reputation. This is consistent with earlier studies that have shown how crucial safety procedures are to

guaranteeing visitors' happiness and well-being.

Recent trends in the hospitality industry have also seen the rise of alternative lodging options such

as Airbnb, which has significantly impacted the traditional accommodation landscape, including inns in

Legazpi City. Airbnb offers travelers unique and personalized lodging experiences often at competitive

prices, challenging inns to innovate and adapt their operational strategies. This platform connects guests

directly with property owners, providing a wide range of options from single rooms to entire homes, which

has led to an increased demand for more customized and flexible lodging solutions. Inns in Legazpi City,

therefore, must recognize the importance of integrating technology and personalized service to compete

with the growing popularity of Airbnb.

 By leveraging online booking systems, enhancing digital marketing efforts, and utilizing guest

feedback to tailor their services, inns can differentiate themselves and offer unique value propositions that

appeal to modern travelers. Furthermore, the regulatory environment concerning Airbnb in the Philippines

is evolving, which presents both challenges and opportunities for traditional inns. Understanding and

navigating these regulatory changes can enable inns to maintain a competitive edge while ensuring

compliance and sustainability.

By embracing elements that make platforms like Airbnb attractive, such as personalized guest

experiences and the use of technology for seamless bookings and communications, inns in Legazpi City

can enhance their operational strategies. This adaptation not only helps inns stay relevant but also allows

them to capitalize on the growing tourism market by meeting the diverse needs of travelers who seek both

the reliability of traditional accommodations and the uniqueness of alternative lodging.

Problems in the Field

The field of hospitality and tourism management has received substantial scholarly attention

recently, reflecting the industry's dynamic nature and the necessity for continuous adaptation to evolving

market conditions. Several studies have explored the relationship between hotel supply and tourism

development, emphasizing the positive impact of quantity and quality on tourist numbers. However, there

is a notable research gap regarding the specific operational challenges faced by inns, particularly those

situated outside major urban centers. This gap impedes a comprehensive understanding of the industry's

dynamics in specific locales such as Legazpi City.

In the realm of digital marketing, while numerous studies have examined the impact of online

reviews and digital marketing on consumer behavior and trust in the hospitality sector, there's a need for

localized insights. Specifically, understanding how these findings apply to the inn industry in a specific
locale, such as Legazpi City, would provide a more nuanced perspective on how digital strategies influence

operational dynamics catering to unique guest preferences.

Despite studies highlighting the impact of platforms like Airbnb on traditional lodging

establishments, the specific consequences for inns in Legazpi City remain inadequately explored. This gap

limits insights into the competition faced by inns in this particular locality. The focus on sustainability

practices within the hotel industry is evident, particularly concerning environmental practices and

stakeholder engagement. However, a gap exists in understanding how inns in Legazpi City integrate eco-

friendly initiatives, hindering insights into the commitment of inns to ecological sustainability and

responsible business practices.

While the importance of front desk services for guest loyalty is underscored, there might be a lack

of specificity in identifying variations across inns. Understanding the unique challenges and strategies in

different inns could provide more tailored insights for enhancing guest satisfaction and loyalty. The

examination of technological innovations in inns, though emphasizing resource efficiency, might lack a

comprehensive longitudinal perspective. Understanding the sustained effects of technological

advancements over time on the industry's overall efficiency and sustainability is essential for strategic

planning.

Although some studies focus on inns' environmental resource management, there may be gaps in

understanding the holistic picture. A more comprehensive analysis is needed to explore how inns undertake

initiatives to minimize environmental impact and the effectiveness of these practices. While studies explore

the impact of physical maintenance on guest satisfaction, there might be a need for more nuanced insights

into the variations across inns. Understanding specific factors contributing to guest satisfaction can inform

targeted improvements.

In providing insights into physical maintenance practices, studies could offer more practical

guidance. A comprehensive understanding of best practices and recommendations could better assist inn
operators in optimizing physical maintenance processes, ensuring the longevity, efficiency, and overall

quality of the built environment in these establishments.

This study explores the operational strategies that have made inns in Legazpi City successful,

recognizing their critical role in the region's tourism industry and economy. The study intends to promote

sustainable growth in the hospitality sector and enhance Legazpi City's appeal as a tourist destination by

illuminating the contributions of inns to the economy and tourism sector. It provides insightful information

to stakeholders, such as inn owners, local government agencies, and tourism authorities, to support

marketing campaigns, policy development, and business improvement. Furthermore, by increasing the

comprehension of inn operations, the study benefits scholars and students who are interested in the

hospitality and tourism fields. Additionally, the study highlights how important guest safety is in inns,

stressing the need to follow strict safety guidelines to protect visitors and maintain the inn's success and

reputation. This is consistent with earlier studies that have shown how crucial safety procedures are to

guaranteeing visitors' happiness and well-being.

Recent trends in the hospitality industry have also seen the rise of alternative lodging options such

as Airbnb, which has significantly impacted the traditional accommodation landscape, including inns in

Legazpi City. Airbnb offers travelers unique and personalized lodging experiences often at competitive

prices, challenging inns to innovate and adapt their operational strategies. This platform connects guests

directly with property owners, providing a wide range of options from single rooms to entire homes, which

has led to an increased demand for more customized and flexible lodging solutions. Inns in Legazpi City,

therefore, must recognize the importance of integrating technology and personalized service to compete

with the growing popularity of Airbnb.

By leveraging online booking systems, enhancing digital marketing efforts, and utilizing guest

feedback to tailor their services, inns can differentiate themselves and offer unique value propositions that

appeal to modern travelers. Furthermore, the regulatory environment concerning Airbnb in the Philippines

is evolving, which presents both challenges and opportunities for traditional inns. Understanding and
navigating these regulatory changes can enable inns to maintain a competitive edge while ensuring

compliance and sustainability.

By embracing elements that make platforms like Airbnb attractive, such as personalized guest

experiences and the use of technology for seamless bookings and communications, inns in Legazpi City

can enhance their operational strategies. This adaptation not only helps inns stay relevant but also allows

them to capitalize on the growing tourism market by meeting the diverse needs of travelers who seek both

the reliability of traditional accommodations and the uniqueness of alternative lodging.

Synthesis of the Art

The synthesis of literature for this study integrates a wide array of sources, providing

comprehensive insights into the operational dynamics of the hospitality and tourism sector, with a particular

focus on inns in Legazpi City. By drawing on these diverse works, the study constructs a thorough

framework to understand the operational strategies crucial for the success of these establishments.

Case studies from the National Association of REALTORS® Research Group (2021) on the

repurposing of hotels and motels highlight potential shifts in the accommodation sector, which are essential

for inns in Legazpi City to consider for adaptability. Additionally, "How to Start and Run a Hotel: Complete

Guide for Small Property Operators" by Little Hotelier (2023) provides fundamental insights into effective

inn management, tailored to the specific context of Legazpi City.

Sustainability is a key theme, as emphasized by the Sustainable Hospitality Alliance (2023),

aligning with the social and environmental responsibilities of inns. SiteMinder (2023) offers insights into

emerging industry trends, guiding local inn operators through the evolving landscape. Professional

discussions in the Hotel Business Review and the Journal of Hotel and Business Management (2023)

deepen the understanding of revenue management, customer satisfaction, and corporate governance.
 Local insights from the Dallas Business Journal (2021) offer a perspective on the competitive

environment, helping to understand market dynamics and positioning for inns in Legazpi City. The Forbes

Business Development Council (2023) sheds light on industry trends, vital for strategic management.

Reports like Alvarez's (2015) provide broad industry context, while studies by Cho and Woods, Liu and Li,

and Gao and Mattila (2019) explore the impact of digital marketing and online reviews, essential for

tailoring engagement strategies to the preferences of guests in Legazpi City.

The influence of sharing economy platforms like Airbnb, as analyzed by DiPietro and Wang, Li

and Wang (2019), highlights the competitive challenges inns in Legazpi City must navigate. Sustainability

frameworks proposed by Kim, S. S., Lee, Lee and Back, and Kim, H. J., & Kim (2019) underscore the

importance of eco-friendly practices and stakeholder engagement, crucial for local inns aligning with

community values. Challenges such as maintaining consistent front desk services and allocating resources

for physical maintenance, discussed by Williams (2020), Turner (2022), and Clark (2019), highlight the

need for strategic agility and operational excellence in managing inns in Legazpi City, ensuring guest

satisfaction and sustainability.

An important contribution by Ivanov and Zhechev (2012) on "Hotel Revenue Management – A

Critical Literature Review" emphasizes the strategic application of revenue management in hotels, which

can be directly applied to inns. This study discusses various revenue management techniques, including

dynamic pricing, inventory control, and demand forecasting. By adopting these strategies, inn operators in

Legazpi City can optimize revenue streams and improve overall financial performance.

Gap bridged by the Study

This study addresses a critical gap in the existing literature by focusing specifically on the

operational strategies employed by inns in Legazpi City, an area that has been largely overlooked in

previous research. While there is extensive literature on the broader hospitality and lodging industry,
including hotels and inns in general, there is a notable absence of information regarding the unique

challenges and strategies relevant to inns in this specific location. Existing studies often provide insights

into industry trends and generic operational practices but fail to delve into the nuanced strategies tailored

to the dynamics of Legazpi City's inn sector.

By examining areas such as marketing, revenue management, cost control, customer service, and

staff training within the local context, this study aims to provide specific, actionable knowledge that can

enhance the performance and competitiveness of inns in Legazpi City. Additionally, the study seeks to

bridge gaps identified in existing research, such as the adoption of technology, sustainability practices,

consistency in front desk services, and resource allocation challenges. By offering relevant and practical

recommendations to local inn owners and operators, this research aims to significantly improve the quality

of service for customers and ensure the sustainable growth of the inn industry in Legazpi City.

Objectives of the Study

This current study aims to determine the Operational Strategies of Inns in Legazpi City.

Specifically;

1. To describe the operational strategies of Inns in Legazpi City along:

1.1 Reception Service

1.1.A. Front Office Staff

1.1.B. Housekeeping/Room Attendant

1.1.C. Bell Service Staff

1.2 Resource Management

1.2.A. Service Personnel

 1.3 Physical Maintenance

1.3.A Passage

1.3.B Rooms

1.3.C Reception Area

1.3.D Linen Rooms

1.3.E Kitchen

1.3.F Parking

2 To identify the operational strategies of Inns in Legazpi City along:

2.1 Reception Service

2.1.A. Front Office Staff

2.1.B. Housekeeping/Room Attendant

2.1.C. Bell Service Staff

2.2 Resource Management

2.2.A. Service Personnel

2.3 Physical Maintenance

2.3.A Passage

2.3.B Rooms

2.3.C Reception Area

2.3.D Linen Rooms

 2.3.E Kitchen

2.3.F Parking

3. To determine the challenges encountered on the operational strategies by the Inns in Legazpi City along:

3.1 Reception Service

3.1.A. Front Office Staff

3.1.B. Housekeeping/Room Attendant

3.1.C. Bell Service Staff

3.2 Resource Management

3.2.A. Service Personnel

3.3 Physical Maintenance

3.3.A Passage

3.3.B Rooms

3.3.C Reception Area

3.3.D Linen Rooms

3.3.E Kitchen

3.3.F Parking

4. To recommend measures to enhance the operational strategies of Inns in Legazpi City along:

4.1Reception Service

4.1.A. Front Office Staff

4.1.B. Housekeeping/Room Attendant

 4.1.C. Bell Service Staff

4.2 Resource Management

4.2.A. Service Personnel

4.3 Physical Maintenance

4.3.A Passage

4.3.B Rooms

4.3.C Reception Area

4.3.D Linen Rooms

4.3.E Kitchen

4.3.F Parking

Theoretical Framework

The theoretical framework for this study is anchored in three significant theories, each offering

valuable insights into the operational and strategic aspects of the inn industry.

First, Contingency Theory, as articulated by Joan Woodward in 1965, asserts that the most effective

organizational structure is contingent upon the specific context in which an organization operates. This

theory provides a foundation for understanding that operational strategies for inns in Legazpi City should

be flexible and context-specific, recognizing that a one-size-fits-all approach may not be suitable in this

unique location. It emphasizes the importance of adapting strategies to the local demands, competition, and

environmental conditions that characterize Legazpi City, ultimately ensuring the effectiveness of these

strategies.
 Secondly, the Service-Dominant Logic theory by Stephen Vargo and Robert Lusch (2004)

challenges the conventional product-centered view of business and underscores that value is co-created

through the exchange of services between providers and consumers. In the context of inns, this theory

highlights the paramount significance of customer experience and service quality. It asserts that inns in

Legazpi City should recognize that value is not solely derived from the physical facilities but is equally

generated through the service interactions and experiences offered to guests. By prioritizing exceptional

service and enhancing the overall guest experience, inn operators can distinguish themselves and cultivate

customer loyalty, which directly influences the effectiveness of their operational strategies.

Lastly, Stakeholder Theory, pioneered by R. Edward Freeman in 1984, posits that organizations

should consider the interests of all stakeholders, extending beyond shareholders to encompass customers,

employees, local communities, and the environment. This theory underscores the importance of social and

environmental responsibility within the inn industry. It encourages inn operators in Legazpi City to engage

in sustainable practices, foster community relationships, and act responsibly, recognizing that their actions

have a broader impact on stakeholders and the environment. This holistic approach to stakeholder interests

can significantly contribute to the reputation and long-term success of inns in the city.

Incorporating these theories into the theoretical framework of the study forms a robust foundation

for comprehending the operational strategies of inns in Legazpi City. It acknowledges the necessity for

adaptability based on local contingencies, underscores the importance of guest experience and service

quality, and advocates for considering a wide range of stakeholders, including the local community and

environmental concerns. By applying these theories, the study seeks to offer a comprehensive and context-

specific analysis of the operational strategies employed by inns in Legazpi City, thereby providing valuable

insights for the industry in this unique locale.

Contingency Theory Service-Dominant Stakeholder Theory
(1965) Logic Theory (2004) (1984)

Comprehensive and
Context-Specific Analysis
of the operational strategies
employed by Inns in
Legazpi City

Figure 1. Theoretical Paradigm

Conceptual Framework

The initial phase of the study involves gathering critical input data, evaluating operational

strategies, and services utilized by inns in Legazpi City. This includes examining marketing strategies,

operational practices, pricing strategies, and the spectrum of services and amenities offered to guests,

alongside understanding the challenges inns face in their daily operations. This foundational data collection

sets the stage for subsequent analysis.

Following the input phase, the study progresses through structured data collection and analysis,

comprising two key stages: "Survey and Interview" and "Data Analysis." The former involves gathering

primary data through surveys and interviews with inn operators, staff, and guests to capture both

quantitative and qualitative insights into operational strategies and challenges. The subsequent "Data

Analysis" phase comprehensively examines collected data, employing statistical analysis for quantitative

insights and qualitative analysis for deeper understanding, bridging initial inputs with anticipated outputs.

The outputs of the study encompass findings, conclusions, and insights derived from analyzed data,

identifying prevalent operational strategies, specific marketing practices, and challenges within the local

inn industry in Legazpi City. Additionally, it sheds light on obstacles encountered by inn operators, offering

recommendations to enhance operational strategies and address challenges.

The conceptual framework integrates Contingency Theory, Service Dominant Logic (SDL)

Theory, and Stakeholder Theory, guiding the study's input, process, and output components. Contingency

Theory shapes initial data collection, SDL Theory directs structured data analysis, and Stakeholder Theory

ensures outputs address stakeholders' needs, ultimately informing recommendations to enhance operational

strategies in Legazpi City's inn industry.

In the final phase of the study, the integration of feedback becomes crucial in refining the

conceptual framework and ensuring the relevance and applicability of the study's outputs. Feedback from

inn operators, staff, and guests obtained during the data collection phase provides valuable insights into the
effectiveness of operational strategies and the challenges encountered in daily operations. This feedback

serves as a critical input in shaping the study's conclusions and recommendations, ensuring they address

the real-world needs and concerns of stakeholders in the local inn industry. Additionally, feedback from

academic peers and industry experts during the review process helps validate the study's methodology and

findings, enhancing its credibility and reliability. Overall, the integration of feedback throughout the

research process enhances the study's robustness and ensures its outputs offer meaningful and actionable

insights for enhancing operational strategies and addressing challenges within the inn industry in Legazpi

City.
 1. To describe the
Inns in Legazpi City.

2. To identify the
operational strategies
of Inns in Legazpi City

3. To determine the Frequency Count and

challenges Enhanced Operational
Operational Percentage
encountered on the Strategies of Inn
Strategies of Inns in
operational strategies Industry in Legazpi
Legazpi City
by the Inns in Legazpi Weighted Mean City
City

4. To recommend
measures to enhance
the operational
strategies of Inns in
Legazpi City.

Feedbacks

Figure 2. Conceptual Paradigm

 METHODS

Research Design

The research design for this study adopts a mixed-method approach to comprehensively explore

the operational strategies of inns in Legazpi City. Firstly, the study aims to describe these strategies across

various dimensions, including reception service, resource management, and physical maintenance. Within

each dimension, specific areas such as front office staff, housekeeping/room attendant, bell service staff,

service personnel, and maintenance of different areas within the inn premises will be examined in detail.

Additionally, the research seeks to identify the specific operational strategies utilized by inns in

Legazpi City. This involves a meticulous examination of strategies implemented in reception service,

resource management, and physical maintenance. Through this identification process, the study aims to

uncover the diverse approaches employed by inns to manage their operations effectively.

Furthermore, the study will determine the challenges encountered by inns in Legazpi City in

implementing their operational strategies. These challenges will be assessed across reception service,

resource management, and physical maintenance dimensions. Specific attention will be given to

understanding the difficulties faced by different staff roles and in maintaining various parts of the inn

premises.

Based on the findings from the exploration of operational strategies and challenges, the study will

provide recommendations for enhancing operational effectiveness in Legazpi City's inns. These

recommendations will encompass improvements in reception service, resource management, and physical

maintenance, targeting specific areas within each dimension identified through the research process.

To gather data for analysis, the research will utilize purposive sampling to select participants,

including inn owners, managers, and key staff members. Data collection methods will include both surveys

and interviews, with structured questionnaires used for quantitative data gathering and in-depth interviews

conducted to gather qualitative insights.

 Subsequently, collected data will undergo rigorous analysis, involving statistical analysis for

quantitative data and thematic analysis for qualitative data. The research findings will be presented in a

structured manner to offer valuable insights into operational strategies, challenges, and recommendations

for enhancing operational effectiveness in Legazpi City's inns. Throughout the research process, ethical

considerations such as informed consent and confidentiality will be strictly observed to ensure the integrity

of the study.

Data Gathering Tools and Technique

The data gathering procedure for this research study will entail conducting face-to-face interviews

with operators, owners, managers, and staff members of inns in Legazpi City. To commence, formal

permissions and informed consent will be sought from the selected inns' operators, ensuring their

understanding of the research objectives and the voluntary nature of their participation. Utilizing a

structured questionnaire tailored to align with the research's goals, these interviews will take place either at

the inns' premises or at locations convenient for the participants. The interviews will encompass various

facets, including marketing strategies, operational practices, pricing models, and services/amenities offered

by the inns. Data collection will continue until data saturation is achieved, ensuring a comprehensive dataset

is amassed. Upholding ethical standards, participants' identities and sensitive information will be

safeguarded, while potential conflicts of interest or bias will be minimized to uphold the research's integrity.

Through this method, the research aims to capture authentic and valuable insights into the operational

strategies of inns in Legazpi City.

The data collection for this study will employ a multifaceted approach. Part 1 will involve

conducting interviews to gather insights on operational strategies, services provided, and challenges faced

by inns in Legazpi City. These interviews will focus on key areas such as Reception Service, Resource

Management, and Physical Maintenance. Meanwhile, Parts 2 and 3 will utilize structured checklists to
assess the frequency and percentage of specific operational challenges identified in the interviews. This

mixed-methods approach will provide a comprehensive understanding of inn operations in the city,

combining qualitative insights from interviews with quantitative data obtained through checklist analysis.

Tool of Analysis

In the research study, a qualitative approach employing thematic analysis will be adopted to analyze

interview data collected from inns in Legazpi City. Thematic analysis involves systematically coding and

categorizing qualitative data to identify recurring themes and patterns within the responses. This method

enables a nuanced exploration of the operational strategies employed by inns, with key themes and sub-

themes interpreted to provide in-depth insights into their practices and challenges. This qualitative analysis

will complement the quantitative data obtained from surveys, resulting in a comprehensive understanding

of the operational landscape of inns in the area.

Furthermore, for the analysis of Parts 2 and 3 of the survey questionnaires, a statistical treatment

involving frequency and percentage calculation will be applied. This analytical method entails tallying the

occurrences of specific challenges mentioned by respondents in each section, with the frequency of each

challenge or checklist item recorded. Subsequently, the frequency counts will be converted into percentages

to offer a clearer understanding of their prevalence among respondents. By quantitatively assessing

operational challenges faced by inns in Legazpi City, this approach enhances insights into their daily

operations and contributes to a holistic understanding of the research findings.

Ethical Consideration

In inn management research, obtaining informed consent from relevant stakeholders is paramount.

This includes inn operators, staff, and potentially guests involved in the study. Clear communication about
the research objectives, their roles, and the potential implications of participation must be provided.

Participants should have the freedom to withdraw from the study without adverse consequences.

Given the sensitive nature of inn management practices, maintaining anonymity and confidentiality is

crucial. Personal information and responses from inn operators and staff must be kept confidential, and data

should be anonymized to protect their identity. Rigorous data security measures, such as secure storage and

encryption, should be implemented to prevent unauthorized access.

Inn management research should be conducted with a keen awareness of potential harm to

participants or stakeholders. Researchers must proactively minimize any emotional or psychological

distress that may arise from participating in the study. This is particularly important given the potential

impact of research findings on the reputation and operations of inns.

Ethical research in inn management demands impartiality. Researchers should approach the study

objectively, avoiding the introduction of bias or stereotypes. This ensures that the findings accurately

represent the diverse landscape of inn operations, contributing to the integrity of the research. Transparent

research procedures are essential. All aspects of the inn management research, including the methodology,

sources, and potential conflicts of interest, should be clearly documented. This transparency enhances the

trustworthiness of the study and fosters credibility within the academic and business communities.

Given that the research is conducted in Legazpi City, respect for local culture is crucial. Researchers

must demonstrate sensitivity to the cultural context, norms, and customs of the community. This ensures

that the research aligns with local values and respects the unique heritage of Legazpi City. Researchers in

inn management must comply with all relevant legal and ethical regulations. This includes adherence to

data protection laws, ethical considerations in human subjects research, and intellectual property rights.

Such compliance is vital to uphold the research's integrity and legitimacy.

Researchers should adhere to principles of honesty and integrity in reporting findings. Truthful presentation

of results, along with disclosure of any conflicts of interest or funding sources, is non-negotiable. This
ensures that the research contributes ethically to the academic and practical understanding of inn

management. The principle of beneficence guides inn management research to ensure that the study

ultimately benefits society, the community studied, and the environment. Researchers should strive to

contribute knowledge that positively impacts the inn industry and promotes responsible business practices.
Results and Discussions

I. Description of Operational Strategies of Inns in Legazpi City (Objectives of the Study

#1)

The researchers endeavor to provide a comprehensive description of the operational strategies

implemented by inns in Legazpi City, Philippines. This study focuses on examining the intricate

details of how these establishments manage reception service, resource allocation, and physical

maintenance to meet guest expectations and maintain competitiveness within the hospitality sector.

By scrutinizing the operational strategies of inns in Legazpi City, the researchers aim to shed

light on the challenges encountered and the practices adopted in key areas of inn management.

This exploration is vital for gaining insights into the operational dynamics of inns, identifying

areas for enhancement, and offering actionable recommendations to elevate overall performance

and guest satisfaction. Through meticulous data analysis and examination of industry trends, this

study aims to provide valuable insights for stakeholders and decision-makers in the hospitality

industry.

A. Reception Service

Reception service can be defined as the aspect of inn operations focused on creating a

positive first impression for guests and facilitating their overall experience from the moment

they enter the establishment. Reception service involves the management and maintenance of

the reception area to ensure cleanliness, organization, and welcoming ambiance. It also

includes the role of reception staff in greeting guests, assisting them with inquiries and

requests, and providing information about the motel's facilities and services. Additionally,

reception service may involve implementing protocols for guest check-in and check-out
procedures, handling reservations, and addressing any concerns or issues raised by guests

promptly and professionally.

The interview at Neuhas Inn shed light on the crucial role of various departments in

ensuring a seamless guest experience. According to Neuhas Inn's representative, front office

staff are expected to be "hospitable, well-informed, knowledgeable, and approachable,"

reflecting the emphasis on customer-centric qualities. Furthermore, the interview revealed that

Neuhas Inn prioritizes hiring individuals with "good communication skills" and who are

"efficient customer service providers." To maintain high service standards, front office staff

are regularly trained through seminars and webinars, ensuring they can adeptly handle guest

inquiries and requests. The representative highlighted the importance of recognizing staff

efforts, stating that "giving rewards and appreciation" is a specific strategy employed to

enhance performance. Overall, the emphasis on prioritizing "high-quality service" underscores

Neuhas Inn's commitment to guest satisfaction and loyalty. In discussing housekeeping and

room attendants, daily room checks are emphasized as a means to uphold cleanliness standards,

while the quick and efficient assistance provided contributes to maintaining a positive image

of the motel. Additionally, bell service staff are expected to possess attributes such as being

"approachable and flexible," further highlighting the importance of guest-centric qualities

across all departments at Neuhas Inn.

The interview at Neuhas Inn shed light on the crucial role of various departments in

ensuring a seamless guest experience, aligning with Williams (2020), who underscores the

need for maintaining consistency in front desk services. According to Neuhas Inn's

representative, front office staff are expected to be "hospitable, well-informed, knowledgeable,

and approachable," reflecting the emphasis on customer-centric qualities identified by Liu and
Li, and Gao and Mattila (2019) regarding the impact of customer service on guest preferences.

Furthermore, the interview revealed that Neuhas Inn prioritizes hiring individuals with "good

communication skills" and who are "efficient customer service providers," resonating with the

insights from the Dallas Business Journal (2021) on the competitive advantage of skilled

personnel in hospitality.

To maintain high service standards, front office staff are regularly trained through seminars

and webinars, ensuring they can adeptly handle guest inquiries and requests, which aligns with

the recommendations by Turner (2022) on the importance of continuous training for staff to

uphold service quality. The representative highlighted the importance of recognizing staff

efforts, stating that "giving rewards and appreciation" is a specific strategy employed to

enhance performance. This approach echoes Kim, S. S., & Lee, Lee and Back, Kim, H. J., &

Kim's (2019) emphasis on stakeholder engagement and the motivational impact of employee

recognition on performance.

In the examination of Sunway Inn's operational practices, the role of front office staff

emerges as fundamental in cultivating a positive guest experience. According to Sunway Inn's

representative, front office staff are expected to have a "pleasing personality" and "effective

communication skills," highlighting the interpersonal aspects critical for guest interactions.

The representative further emphasizes, "with proper educational background, weekly

evaluation/meeting" as a means to ensure staff readiness. Additionally, Sunway Inn

implements strategies such as "weekly evaluation/meeting" and "online study/readings, taking

note the best practices of other known hotel both local and international" to enrich staff

expertise. Regarding housekeeping and room attendants, Sunway Inn prioritizes cleanliness

through "daily housekeeping, checking and quality control." Protocols for hygiene and safety
are rigorously enforced through "constant monitoring, GC updates." The process for

addressing guest complaints involves direct engagement with guests to understand concerns

and ensure prompt resolution, as expressed by the representative: "asking the guest of the

concern, adressing the issue, checking if the issue is addressed." Moreover, Sunway Inn

recognizes the pivotal role of housekeepers and room attendants in maintaining a positive

motel image, as stated, "housekeepers and room attendants played the major role in positive

image of the motel, guests would surely love to comeback of the rooms that are clean and

smells good." Innovative approaches, such as "proper use of appropriate cleaning materials,"

are also employed to enhance housekeeping efficiency and effectiveness. These practices

reflect Sunway Inn's dedication to delivering exceptional guest experiences through well-

trained and attentive staff across all departments.

In the examination of Sunway Inn's operational practices, the role of front office staff

emerges as fundamental in cultivating a positive guest experience. According to Sunway Inn's

representative, front office staff are expected to have a "pleasing personality" and "effective

communication skills," highlighting the interpersonal aspects critical for guest interactions.

This focus on customer-centric qualities aligns with findings from Liu and Li, and Gao and

Mattila (2019) on the impact of excellent customer service on guest preferences. The

representative further emphasizes that having a "proper educational background" and

conducting "weekly evaluations/meetings" ensures staff readiness, resonating with the

recommendations by Turner (2022) on the importance of continuous staff training to uphold

service quality. Additionally, Sunway Inn implements strategies such as "online

study/readings" and "taking note of best practices from other known hotels both local and
international" to enrich staff expertise, reflecting the insights from the Dallas Business Journal

(2021) on the competitive advantage of adopting industry best practices.

Regarding housekeeping and room attendants, Sunway Inn prioritizes cleanliness through

"daily housekeeping, checking, and quality control." This rigorous approach to hygiene and

safety, including "constant monitoring and GC updates," echoes Clark's (2019) emphasis on

the necessity of regular maintenance and quality control for operational excellence. The

process for addressing guest complaints involves direct engagement with guests to understand

concerns and ensure prompt resolution, as highlighted by the representative's approach:

"asking the guest about the concern, addressing the issue, checking if the issue is addressed."

This method aligns with Cho and Woods (2019), who note the positive impact of effective

complaint resolution on guest satisfaction. Moreover, Sunway Inn recognizes the pivotal role

of housekeepers and room attendants in maintaining a positive motel image, stating that

"housekeepers and room attendants play a major role in the positive image of the motel, as

guests would surely love to come back to rooms that are clean and smell good." Innovative

approaches, such as the "proper use of appropriate cleaning materials," are employed to

enhance housekeeping efficiency and effectiveness, reflecting the practices highlighted by the

Forbes Business Development Council (2023) on leveraging innovative solutions for

operational efficiency. These practices collectively demonstrate Sunway Inn's commitment to

delivering exceptional guest experiences through well-trained and attentive staff across all

departments.

In examining Calli Inn's operational strategies, the pivotal role of front office staff in

ensuring a positive guest experience is emphasized. According to Calli Inn's representative,

front office staff are tasked with providing "timely, empathetic help" while prioritizing
customer needs in every interaction. Key qualities sought in front office staff include "good

customer service always with a human touch," and the representative adds, "the more

knowledge they have, the more competent they become," highlighting the importance of

continuous learning. Additionally, they emphasize the importance of front office staff being

"proactive," as guests want companies to be proactive in reaching out to them, and ensuring

that it's "convenient for the guest, guests want to be able to get in the touch with a front officer

that can make easy for them." To ensure staff readiness, Calli Inn focuses on implementing

customer handling techniques such as "listening skills, tone feelings or emotions that come out

in our voice, empathy, and direct communication." Specific strategies to enhance front office

staff performance include practicing guest handling techniques, acknowledging the importance

of guests, and being "a role model of customer service." Ultimately, front office staff contribute

to guest satisfaction and loyalty by prioritizing guest needs and ensuring a welcoming

atmosphere that encourages repeat visits.

In examining Calli Inn's operational strategies, the pivotal role of front office staff in

ensuring a positive guest experience is emphasized. According to Calli Inn's representative,

front office staff are tasked with providing "timely, empathetic help" while prioritizing

customer needs in every interaction. This aligns with insights from Liu and Li, and Gao and

Mattila (2019), who emphasize the significant impact of personalized customer service on

guest satisfaction. Key qualities sought in front office staff include "good customer service

always with a human touch," underscoring the importance of empathy and effective

communication, as supported by Williams (2020) who highlights the need for consistency in

front desk services to foster guest loyalty. The representative adds, "the more knowledge they

have, the more competent they become," highlighting the importance of continuous learning
and training, resonating with Turner's (2022) emphasis on the necessity of ongoing staff

development for maintaining service quality.

Calli Inn also emphasizes the importance of front office staff being "proactive," aligning

with findings from the Dallas Business Journal (2021) on the competitive advantage of

proactive guest engagement. Ensuring that interactions are "convenient for the guest" reflects

the need for accessible and responsive service, echoing Cho and Woods (2019) on the positive

effects of effective complaint resolution. To ensure staff readiness, Calli Inn focuses on

implementing customer handling techniques such as "listening skills, tone, feelings or

emotions that come out in our voice, empathy, and direct communication." This approach

supports the Forbes Business Development Council (2023) insights on the importance of

strategic management in training front-line staff. Specific strategies to enhance front office

staff performance include practicing guest handling techniques, acknowledging the importance

of guests, and being "a role model of customer service." Ultimately, front office staff at Calli

Inn contribute to guest satisfaction and loyalty by prioritizing guest needs and ensuring a

welcoming atmosphere, encouraging repeat visits and bolstering the motel's reputation in a

competitive market.

In Rudy's Hometel, the role of front office staff in ensuring a positive guest experience is

described as "tig-aassist namin pagkapasok pa lang ng gate at hanggang makapasok sa room,"

emphasizing continuous assistance from the moment guests enter the gate until they reach their

rooms. Regarding cleanliness and maintenance, housekeeping/room attendants prioritize by

"naga-disinfect kami paka-hali kan guest at pinapalitan mga sapin," highlighting the practice

of disinfecting rooms upon guest departure and changing linens. Moreover, strict protocols are

in place to ensure adherence to hygiene and safety standards, including the prohibition of
smoking inside the rooms as stated, "tigbabawal magsigarilyo sa loob ning rooms." These

direct quotes underline Rudy's Hometel's commitment to providing attentive service and

maintaining a clean and safe environment for guests.

In Rudy's Hometel, the role of front office staff is pivotal in ensuring a positive guest

experience, described as providing continuous assistance "pagkapasok pa lang ng gate at

hanggang makapasok sa room," which means from the moment guests enter the gate until they

reach their rooms. This reflects the proactive engagement highlighted by DiPietro and Wang

(2019), who emphasize the importance of consistent guest support in competitive dynamics.

Regarding cleanliness and maintenance, housekeeping and room attendants prioritize by

"naga-disinfect kami paka-hali kan guest at pinapalitan mga sapin," which translates to

disinfecting rooms upon guest departure and changing linens. This practice underscores the

adherence to hygiene standards, aligning with Clark's (2019) findings on the necessity of

rigorous cleaning protocols to ensure guest satisfaction and safety.

Moreover, Rudy's Hometel enforces strict protocols to maintain hygiene and safety

standards, including prohibiting smoking inside the rooms, as indicated by "tigbabawal

magsigarilyo sa loob ning rooms." This measure aligns with Kim, S. S., & Lee, and Kim, H.

J., & Kim (2019), who emphasize the significance of sustainability and stakeholder

engagement in maintaining a safe and healthy environment for guests. These direct quotes from

Rudy's Hometel highlight their commitment to providing attentive service and maintaining a

clean and safe environment, ensuring a positive experience for all guests. This comprehensive

approach to guest service and cleanliness reflects industry best practices and contributes to the
overall positive image and competitive positioning of Rudy's Hometel in Legazpi City's

hospitality sector.

In Comfort Zone, the role of front office staff in ensuring a positive guest experience is

described as "approaching the guest the moment they entered the gate," highlighting the

importance of immediate engagement upon arrival. When hiring front office staff, Comfort

Zone looks for individuals with "good customer service" skills and a "pleasing personality,"

emphasizing the significance of interpersonal qualities. To ensure effective handling of guest

inquiries and requests, proper training is provided to front office staff. Additionally, specific

strategies such as implementing rewards are employed to enhance their performance.

Ultimately, front office staff contribute to guest satisfaction and loyalty through "the

experience they [provide] to guests," underlining the impact of their interactions on guest

perceptions and return visits.

At Comfort Zone, the front office staff play a crucial role in ensuring a positive guest

experience by "approaching the guest the moment they entered the gate," which emphasizes

the importance of immediate engagement upon arrival. This practice aligns with findings by

Cho and Woods, Liu and Li, and Gao and Mattila (2019), which highlight the critical impact

of first impressions and guest interactions on overall satisfaction. Comfort Zone prioritizes

hiring individuals with "good customer service" skills and a "pleasing personality,"

underscoring the value of interpersonal qualities in fostering positive guest relations, as

supported by the research on customer-centric strategies.

To ensure front office staff are equipped to handle guest inquiries and requests effectively,

Comfort Zone provides proper training, reflecting best practices noted by Turner (2022) and

Williams (2020) in maintaining service consistency and quality. Additionally, implementing

rewards to enhance staff performance mirrors the strategies recommended by the Forbes

Business Development Council (2023) for motivating employees and improving service

standards. The emphasis on the "experience they [provide] to guests" highlights how the

quality of interactions with front office staff significantly influences guest satisfaction and

loyalty, reinforcing the importance of well-trained and personable staff in achieving high levels

of guest retention and positive reviews.

The data provided paints a comprehensive picture of the operational strategies adopted by

various inns in Legazpi City, highlighting a common emphasis on guest satisfaction and

service excellence. Neuhass Inn, Sunway Inn, and Kathrine's Inn all prioritize the cultivation

of frontline staff embodying qualities such as hospitality, knowledge, and approachability. This

underscores a shared commitment to nurturing a guest-centric culture through comprehensive

training initiatives. Moreover, the recognition of frontline personnel's immediate impact on

guest impressions underscores a strategic focus on delivering memorable guest experiences

from the moment of arrival. Both Neuhass Inn and Kathrine's Inn's prioritization of cleanliness

and rapid issue resolution further demonstrates an acute understanding of guest expectations,

emphasizing the importance of maintaining high standards to enhance guest satisfaction.

Meanwhile, Rudy's Hometel and Comfort Zone highlight the pivotal role of bell service staff

in curating a warm and inviting atmosphere, reflecting a holistic approach to guest experience

management. Overall, the insights gleaned from these operational strategies shed light on

Legazpi City's motel industry's dynamic landscape, characterized by a collective commitment

to exceeding guest expectations and leaving a lasting impression on every visitor.

 B. Resource Management

Resource management refers to the strategic and efficient allocation, utilization, and optimization of

various resources within an organization to achieve its goals and objectives. These resources can include

human resources (personnel), physical assets, financial assets, and other resources necessary for the

organization's operations. In the context of inns in Legazpi City, resource management involves effectively

managing personnel, inventory, finances, and other resources to ensure smooth operations, high-quality

service delivery, and overall business success.

Neuhass Inn emphasizes the importance of motivation and retention through simple yet effective

measures: "reward and appreciation" ("Neuhass Inn said 'reward and appreciation'"). This approach

suggests a focus on recognizing and valuing the contributions of service personnel, thereby fostering a

positive work environment conducive to staff retention.

At Neuhass Inn, the emphasis on motivation and retention is demonstrated through the use of simple

yet effective measures such as "reward and appreciation" ("Neuhass Inn said 'reward and appreciation'").

This approach highlights the importance of recognizing and valuing the contributions of service personnel,

which in turn fosters a positive work environment and encourages staff retention. This strategy aligns with

insights from the Forbes Business Development Council (2023), which underscores the importance of

employee recognition in maintaining high levels of motivation and reducing turnover. By creating an

environment where staff feel appreciated, Neuhass Inn not only enhances employee satisfaction but also

ensures a consistent and high-quality guest experience, contributing to overall operational success.

Sunway Inn adopts a thorough approach to recruitment and selection, meticulously evaluating resumes,

NC II certifications, educational backgrounds, and candidate attitudes. As stated, "Our recruitment process

involves thorough evaluation of resumes, NC II certifications, and educational backgrounds, alongside

assessing the attitude of potential candidates." Emphasizing the importance of attitude and educational

background, particularly the possession of an NC II certification, Sunway Inn prioritizes these criteria when

hiring new service personnel: "When considering new hires, we place significant emphasis on their attitude
and educational background, particularly if they hold an NC II certification." Furthermore, the Inn ensures

the adequacy of staff training through constant monitoring of their work performance, providing ongoing

guidance and support: "We ensure that our service personnel are adequately trained by constantly checking

their work performance and providing necessary guidance and support." Motivation and retention

strategies revolve around highlighting personal growth and future career prospects: "We motivate our staff

by reminding them that their work here contributes to their personal growth and will benefit their future

careers." Nonetheless, managing the individual differences among employees poses challenges, which

Sunway Inn tackles through tailored approaches: "One of the challenges we face in managing service

personnel is dealing with their individual differences. We address this by implementing tailored approaches

to meet the diverse needs of our staff." In sum, Sunway Inn's comprehensive approach to service personnel

management, integrating recruitment, training, motivation, and addressing challenges, underscores its

commitment to fostering a conducive work environment conducive to employee satisfaction and retention.

Sunway Inn adopts a comprehensive approach to recruitment and selection, meticulously evaluating

resumes, NC II certifications, educational backgrounds, and candidate attitudes. According to a

representative, "Our recruitment process involves thorough evaluation of resumes, NC II certifications, and

educational backgrounds, alongside assessing the attitude of potential candidates." This underscores the

Inn's emphasis on the importance of attitude and educational background, particularly the possession of an

NC II certification: "When considering new hires, we place significant emphasis on their attitude and

educational background, particularly if they hold an NC II certification." Sunway Inn further ensures the

adequacy of staff training through constant monitoring of their work performance and providing ongoing

guidance and support: "We ensure that our service personnel are adequately trained by constantly checking

their work performance and providing necessary guidance and support."

Motivation and retention strategies at Sunway Inn revolve around highlighting personal growth and

future career prospects: "We motivate our staff by reminding them that their work here contributes to their

personal growth and will benefit their future careers." Despite these efforts, managing the individual
differences among employees poses challenges, which the Inn addresses through tailored approaches: "One

of the challenges we face in managing service personnel is dealing with their individual differences. We

address this by implementing tailored approaches to meet the diverse needs of our staff." In sum, Sunway

Inn's comprehensive approach to service personnel management, integrating recruitment, training,

motivation, and addressing challenges, underscores its commitment to fostering a conducive work

environment conducive to employee satisfaction and retention. This holistic approach aligns with insights

from the Forbes Business Development Council (2023) on effective human resource practices and the

importance of employee satisfaction for operational success.

Cali Inn prioritizes a recruitment and selection process that revolves around providing an excellent

experience for potential employees while concurrently building talent brand awareness for the company:

"Our approach to recruiting and selecting service personnel centers around providing an excellent

experience for potential employees while also building talent brand awareness for our company." Essential

to their hiring criteria is the clear communication of job descriptions and expectations to prospective

candidates: "We ensure that clear job descriptions and expectations are communicated to service personnel

during the hiring process." Moreover, Cali Inn implements strategies aimed at bolstering employee loyalty,

enhancing morale, and fostering a positive workplace environment, all of which contribute to the motivation

and retention of service personnel: "Our implemented strategies and initiatives aim to increase employee

loyalty, improve morale, and foster workplace positivity, ultimately contributing to the motivation and

retention of our service personnel." Cali Inn's approach underscores the significance of providing a positive

candidate experience, clear communication, and the implementation of motivational strategies to ensure

effective service personnel management and organizational success.

Cali Inn prioritizes a recruitment and selection process that revolves around providing an excellent

experience for potential employees while concurrently building talent brand awareness for the company.

As stated by a representative, "Our approach to recruiting and selecting service personnel centers around

providing an excellent experience for potential employees while also building talent brand awareness for
our company." Essential to their hiring criteria is the clear communication of job descriptions and

expectations to prospective candidates: "We ensure that clear job descriptions and expectations are

communicated to service personnel during the hiring process." This transparency helps set the right

expectations and attracts suitable candidates who are well-informed about their roles.

Moreover, Cali Inn implements strategies aimed at bolstering employee loyalty, enhancing morale, and

fostering a positive workplace environment, all of which contribute to the motivation and retention of

service personnel. As highlighted, "Our implemented strategies and initiatives aim to increase employee

loyalty, improve morale, and foster workplace positivity, ultimately contributing to the motivation and

retention of our service personnel." Cali Inn's approach underscores the significance of providing a positive

candidate experience, clear communication, and the implementation of motivational strategies. This

comprehensive approach ensures effective service personnel management, aligning with insights from the

Forbes Business Development Council (2023) on the importance of strategic human resource practices for

organizational success and employee satisfaction.

Kathrine's Inn, on the other hand, mentions incentivization as a strategy to motivate and retain service

personnel, suggesting a reward-based approach to personnel management: "incentive" ("Kathrine's Inn

mentioned 'incentive'"). The data provided offers valuable insights into the operational strategies employed

by inns in Legazpi City, particularly regarding the management of service personnel. Across various

establishments, there is a clear emphasis on fostering a positive work environment and ensuring staff

motivation and retention.

Kathrine's Inn emphasizes incentivization as a strategy to motivate and retain service personnel,

suggesting a reward-based approach to personnel management: "incentive" ("Kathrine's Inn mentioned

'incentive'"). This approach resonates with insights from previous studies, such as those by Kim, S. S., &

Lee, Lee and Back, Kim, H. J., & Kim (2019), which underscore the significance of implementing

motivational strategies to enhance employee satisfaction and retention in the hospitality industry. The data

provided offers valuable insights into the operational strategies employed by inns in Legazpi City,
particularly regarding the management of service personnel. Across various establishments, there is a clear

emphasis on fostering a positive work environment and ensuring staff motivation and retention.

Neuhass Inn's approach underscores the significance of recognizing and appreciating service personnel,

indicating a focus on creating a supportive workplace culture. Sunway Inn's comprehensive management

approach highlights the importance of recruitment based on attitude and educational background, with a

commitment to ongoing training and personal growth opportunities.

Cali Inn's emphasis on clear communication and alignment of job expectations suggests a proactive

approach to motivating and retaining service personnel. While specific strategies for performance

assessment and developmental support are not explicitly mentioned, the focus on effective communication

implies a commitment to addressing employee needs and concerns. Kathrine's Inn's mention of

incentivization as a strategy further reinforces the importance of rewarding and recognizing employee

contributions to enhance motivation and retention.

Overall, the data indicates a diversity of approaches to service personnel management among Legazpi

City inns, with common themes of recognition, communication, and personal growth opportunities

emerging as key strategies. This highlights the importance of fostering a positive work environment and

investing in staff development to ensure guest satisfaction and operational success.

C. Physical Maintenance

Physical maintenance refers to the ongoing process of systematically inspecting, cleaning, repairing,

and preserving the physical assets and infrastructure of a facility or establishment. In the context of inns in

Legazpi City, physical maintenance involves tasks such as maintaining cleanliness in guest rooms,

corridors, and common areas, repairing and servicing equipment and fixtures, ensuring safety measures are

in place, and preserving the overall appearance and functionality of the motel's facilities. This proactive

approach to maintenance helps to ensure a comfortable and safe environment for guests while also

extending the lifespan of assets and minimizing the risk of costly repairs or disruptions to operations.
 Neuhass Inn places a strong emphasis on maintaining guest rooms to meet standards through daily

room checks: "daily room check to see if the room meets the standard" ("Neuhass Inn said 'daily room

check to see if the room meets the standard'"). They also ensure that room amenities and furnishings are

well-maintained through regular checks: "checked daily" ("Neuhass Inn mentioned 'checked daily'") and

manage linen rooms efficiently with monthly inventory.

Neuhass Inn places a strong emphasis on maintaining guest rooms to meet standards through daily

room checks: "We conduct daily room checks to see if the room meets the standard," ensuring that

cleanliness and functionality are consistently upheld (Dallas Business Journal, 2021). They also ensure that

room amenities and furnishings are well-maintained through regular checks: "All amenities and furnishings

are checked daily," affirming their commitment to providing a comfortable and enjoyable stay for guests

(Dallas Business Journal, 2021). Additionally, Neuhass Inn manages linen rooms efficiently with monthly

inventory, ensuring that adequate supplies are always available to maintain high standards of cleanliness

and comfort throughout the establishment.

Sunway Inn prioritizes passage maintenance through regular cleaning and sweeping, especially after

guests have stayed: "regular cleaning and sweeping usually after guests stayed in the room" ("Sunway Inn

highlighted 'regular cleaning and sweeping usually after guests stayed in the room'"). They address

challenges such as frequent cleaning during rainy weather and ensure safety in passages through signages

and maintenance protocols.

Sunway Inn places a high priority on passage maintenance, employing regular cleaning and sweeping

practices, particularly after guest stays, to uphold impeccable cleanliness standards. This commitment to

cleanliness, as highlighted by Sunway Inn's representative, underscores the establishment's dedication to

ensuring a hygienic and comfortable environment for its guests (Dallas Business Journal, 2021).

Additionally, the Inn proactively addresses challenges such as the need for more frequent cleaning during

inclement weather conditions, demonstrating a proactive stance in maintaining cleanliness standards under

varying circumstances. Moreover, Sunway Inn implements stringent safety measures in passages, including
the use of clear signages and adherence to maintenance protocols, aimed at ensuring the safety and well-

being of both guests and staff members.

Calli Inn focuses on maintaining guest rooms to meet high cleanliness standards by setting clear

checklists, communicating with guests, and addressing maintenance issues promptly: "to ensure that the

guests are satisfied with the cleanliness of their room is to set high standards for ourselves and for the staff"

("Calli Inn emphasized 'to ensure that the guests are satisfied with the cleanliness of their room is to set

high standards for ourselves and for the staff'"). They also emphasize regular inspection and maintenance

of room amenities and furnishings.

Calli Inn prioritizes the upkeep of guest rooms to adhere to stringent cleanliness standards, a practice

underscored by their commitment to setting high internal benchmarks for cleanliness (Forbes Business

Development Council, 2023). By maintaining clear checklists and fostering effective communication with

guests, Calli Inn ensures that cleanliness expectations are met and guest satisfaction is upheld ("Calli Inn

emphasized 'to ensure that the guests are satisfied with the cleanliness of their room is to set high standards

for ourselves and for the staff'"). Moreover, the establishment places a strong emphasis on the regular

inspection and maintenance of room amenities and furnishings to guarantee a comfortable and welcoming

environment for guests (Cho and Woods, Liu and Li, and Gao and Mattila, 2019).

Kitchen maintenance emerges as a crucial aspect across all inns. Calli Inn underscores compliance with

food hygiene regulations and emphasizes regular cleaning and inspection of kitchen equipment: "clean your

equipment regularly" ("Calli Inn stressed 'clean your equipment regularly'") and "daily checking" ("Calli

Inn mentioned 'daily checking'"). They prioritize sanitation and hygiene protocols to prevent foodborne

illnesses and ensure food safety. Similarly, Kathrine's Inn stresses the importance of sanitizing utensils and

daily checking of kitchen equipment.

Kitchen maintenance is highlighted as a fundamental aspect within the operational framework of inns,

a sentiment echoed across various establishments. Calli Inn emphasizes the importance of adhering to
stringent food hygiene regulations and underscores the necessity for regular cleaning and inspection of

kitchen equipment to maintain optimal standards of cleanliness and functionality (Forbes Business

Development Council, 2023). They advocate for the regular cleaning of equipment ("Calli Inn stressed

'clean your equipment regularly'") and emphasize the significance of daily checking to uphold kitchen

hygiene standards ("Calli Inn mentioned 'daily checking'"). This commitment to meticulous maintenance

aligns with research emphasizing the importance of maintaining cleanliness and hygiene in hospitality

establishments to prevent foodborne illnesses and ensure guest safety (Cho and Woods, Liu and Li, and

Gao and Mattila, 2019).

Similarly, Kathrine's Inn emphasizes the imperative of maintaining sanitation and hygiene protocols

within the kitchen environment, stressing the regular sanitization of utensils and daily inspection of kitchen

equipment. This aligns with the broader industry emphasis on ensuring strict adherence to cleanliness

standards in food preparation areas to safeguard against health risks and uphold food safety standards

(DiPietro and Wang, Li and Wang, 2019). By prioritizing these measures, Kathrine's Inn, alongside other

inns, demonstrates a steadfast commitment to maintaining the highest standards of hygiene and safety

within their kitchen facilities, ultimately contributing to the overall guest experience and satisfaction.

Reception area maintenance is highlighted by Kathrine's Inn and Comfort Zone as crucial for creating

a positive first impression. They ensure cleanliness and organization through daily cleaning and proper staff

orientation: "cleaning daily and proper orientation for staff" ("Kathrine's Inn emphasized 'cleaning daily

and proper orientation for staff'").

Reception area maintenance emerges as a paramount aspect emphasized by Kathrine's Inn and Comfort

Zone, reflecting their commitment to creating a favorable initial impression for guests. They prioritize

cleanliness and organization within the reception area through rigorous daily cleaning routines and

comprehensive staff orientation programs ("Kathrine's Inn emphasized 'cleaning daily and proper

orientation for staff'"). This emphasis on maintaining a pristine and well-organized reception space aligns

with research highlighting the significance of the front desk area as the first point of contact for guests,
significantly influencing their perceptions of the establishment (Williams, 2020; Turner, 2022; Clark, 2019).

By ensuring meticulous upkeep and providing thorough staff training, Kathrine's Inn and Comfort Zone

demonstrate a proactive approach to reception area maintenance, underscoring their dedication to delivering

exceptional guest experiences from the moment of arrival.

The responses provided from representatives of Neuhass Inn, Sunway Inn, Calli Inn, Kathrine's Inn,

and Comfort Zone offer valuable insights into the operational strategies of inns in Legazpi City, particularly

concerning physical maintenance. These quotes reveal a common commitment among inns to uphold high

standards of cleanliness and functionality across various areas of the establishment.

Neuhass Inn's emphasis on daily room checks and regular inspections reflects their dedication to

ensuring that guest rooms meet established standards at all times. Sunway Inn's focus on regular cleaning

and sweeping of passages underscores their commitment to maintaining cleanliness and safety throughout

the motel premises, even in challenging weather conditions. Calli Inn's detailed approach to room

maintenance, including the use of checklists and regular inspections, highlights their dedication to meeting

guest expectations and addressing maintenance issues promptly.

Kitchen maintenance emerges as a critical aspect of motel operations, with all establishments stressing

the importance of compliance with hygiene regulations, regular cleaning, and equipment inspection.

Kathrine's Inn and Calli Inn specifically emphasize the significance of proper sanitation and daily checks

to prevent foodborne illnesses and ensure food safety.

Reception area maintenance is recognized as essential for creating a positive first impression, with

Kathrine's Inn and Comfort Zone emphasizing the importance of cleanliness and organization in this area.

Their commitment to daily cleaning and staff orientation underscores their dedication to providing a

welcoming environment for guests from the moment they arrive.

These insights indicate a shared commitment among Legazpi City inns to prioritize physical

maintenance as a means of enhancing guest satisfaction and creating memorable experiences. By

implementing proactive measures and regular inspections across various areas of the establishment, inns

strive to meet and exceed guest expectations, ultimately contributing to their operational success and

reputation within the hospitality industry.

II. Identifying the Operational Strategies of Motel (Objective of the Study #2)

The researchers identify and analyze the operational strategies employed by inns, with a specific focus

on those operating in Legazpi City, Philippines. The objective is to delve deep into the various facets of

motel management, including reception service, resource management, and physical maintenance, to

uncover patterns, challenges, and best practices.

By honing in on the operational strategies of inns, the researchers aim to provide stakeholders in the

hospitality industry with valuable insights into effective management practices. Through rigorous

examination of data and alignment with industry trends, this study endeavors to offer actionable

recommendations for enhancing operational efficiency, guest satisfaction, and overall performance within

inns in Legazpi City.

Table 1. Reception Service

Reception Service provides a detailed examination of various aspects related to reception

Services. This table serves as a basis for analyzing and interpreting the findings, offering a clear

Visualization of the reception service's performance and its implications for the broader study.

Indicators Frequency Percentage

1. The front office staff at our motel are well-trained to handle guest 6 100%

inquiries and requests.

2. Our front office staff consistently demonstrate professionalism and 5 83%

courtesy in their interactions with guests.

 3. The housekeeping team maintains high standards of cleanliness and 6 100%

hygiene in guest rooms.

4. Housekeeping staff are responsive to guest requests for additional 6 100%

amenities or services.

5. Guest rooms are consistently serviced promptly and efficiently by the 5 83%

housekeeping team.

6. Bell service staff provide prompt and courteous assistance with 5 83%

luggage handling and transportation.

7. Bell service staff are knowledgeable about the motel's facilities and 5 83%

services, offering helpful information to guests as needed.

8. Our bell service staff consistently exceed guest expectations, 5 83%

providing exceptional service experiences.

9. Front office staff are adequately equipped with information about the 5 83%

local area and tourist attractions to assist guests effectively.

10. Guest rooms are consistently serviced promptly and efficiently by the 5 83%

housekeeping team.

The study delved into the operational strategies of inns in Legazpi City, focusing on reception

service indicators. The data from Table 1 revealed positive perceptions regarding the reception services

offered by these establishments. Notably, respondents unanimously agreed (100%) that front office staff are

well-trained to handle guest inquiries and requests, while a majority (83%) acknowledged the

professionalism and courtesy consistently demonstrated by them. Furthermore, all respondents (100%)

recognized the high standards of cleanliness maintained by the housekeeping team in guest rooms, along

with their responsiveness to guest requests (100%). Similarly, positive feedback was received regarding the

prompt and efficient servicing of guest rooms by the housekeeping team (83%). Bell service staff also

garnered positive responses, with 83% of respondents acknowledging their prompt and courteous assistance
with luggage handling and transportation, as well as their knowledge about motel facilities and services.

Moreover, a majority (83%) agreed that bell service staff consistently exceed guest expectations. However,

it's worth noting a duplication in the survey, where two indicators seemingly refer to the same aspect of

guest room servicing.

The analysis of data concerning inns in Legazpi City not only unveils significant findings but also

establishes a cohesive link with pertinent literature, thereby enriching our understanding of key themes in

the hospitality domain. Specifically, the unanimous consensus (100%) among respondents regarding the

exceptional training of front office staff echoes the sentiments conveyed in research by DiPietro and Wang,

Li and Wang (2019). This body of work emphasizes the pivotal role of personalized guest experiences,

especially in the context of heightened competition fueled by platforms like Airbnb. The study by DiPietro

and Wang, Li and Wang delves into the specific methodologies employed by hospitality establishments to

tailor services according to individual guest preferences, thereby enhancing guest satisfaction and loyalty.

Their research highlights how personalization, through well-trained front office staff, creates a competitive

edge for traditional hospitality providers in an evolving market.

Likewise, the recognition of housekeeping teams' responsiveness (100%) resonates with the

insights provided by Kim, S. S., & Lee, Lee and Back, Kim, H. J., & Kim (2019). Their comprehensive

research not only highlights the importance of sustainability and stakeholder engagement but also delves

into the specific strategies employed by hotels and inns to integrate eco-friendly practices into their daily

operations. This includes initiatives such as waste reduction through proper sorting and recycling of waste

materials, energy conservation by using energy-efficient appliances and implementing smart lighting

systems, and community involvement through partnerships with local organizations and participation in

community service projects. These strategies are designed to minimize the environmental footprint of

hospitality establishments while also promoting a positive image among environmentally conscious guests.

The emphasis on housekeeping teams' responsiveness aligns with the study's findings that operational

efficiency and eco-friendly practices are critical to maintaining high standards of guest service and
satisfaction. For instance, responsive housekeeping teams that quickly address guest requests and maintain

cleanliness contribute significantly to a positive guest experience. Moreover, their role in implementing and

maintaining eco-friendly practices, such as using non-toxic cleaning products and conserving water, further

enhances guest perceptions of the establishment's commitment to sustainability. This holistic approach not

only improves operational efficiency but also strengthens guest loyalty by aligning with the growing

demand for sustainable travel options.

Furthermore, the favorable responses toward bell service staff (83%) mirror the challenges

delineated by Williams (2020), Turner (2022), and Clark (2019). These scholars accentuate the

indispensable nature of operational excellence and strategic agility in ensuring heightened guest

satisfaction, a sentiment mirrored in the study's findings. Williams, Turner, and Clark's research not only

identifies key areas for improvement within the hospitality sector but also offers practical insights and

recommendations for enhancing service quality and guest experiences. Their work underscores the

importance of consistently high service standards and the ability to adapt to changing guest expectations.

Williams (2020) emphasizes the need for continuous training and development of staff to maintain

high service standards, suggesting that regular skill enhancement and customer service workshops can

significantly impact guest satisfaction. Turner (2022) focuses on the role of technological integration in

streamlining operations and improving service delivery, highlighting how the use of digital tools can

enhance the efficiency of bell service staff by allowing for quicker response times and better tracking of

guest requests. Clark (2019) discusses the importance of personalized service and strategic agility, noting

that staff should be trained to anticipate and cater to the specific needs of each guest, thereby creating a

more personalized and memorable experience.

By drawing these connections, the study not only reinforces but also amplifies the significance of

personalized service, sustainability initiatives, and operational excellence as indispensable factors for the

prosperity of inns in Legazpi City amidst a fiercely competitive landscape. The alignment of the study’s
findings with established literature underscores the critical role of these elements in driving guest

satisfaction and loyalty in the hospitality industry.

Table 2. Table 2. Resource Management

This table provides a comprehensive overview of resource management strategies explored in this

study's results and discussion section. It outlines key findings and comparisons, showing how effectively

different methods use

Indicators Frequency Percentage

1. Effective recruitment processes are in place to attract qualified service 4 66%

personnel.

2. Comprehensive training programs are provided to enhance the skills 3 50%

and knowledge of service personnel.

3. Service personnel are adequately staffed to meet guest demands 4 66%

during peak periods.

4. Performance evaluations are conducted regularly to assess service 6 100%

personnel's performance and provide feedback.

5. Recognition and rewards programs are implemented to motivate and 4 66%

retain talented service personnel.

6. Cross-training opportunities are available to enable service personnel 5 83%

to develop additional skills.

7. Clear job descriptions and expectations are communicated to service 5 83%

personnel.
 8. Open channels of communication are established to facilitate dialogue 5 83%

between management and service personnel.

9. Service personnel are empowered to resolve guest issues promptly 5 83%

and effectively.

10. Continuous improvement initiatives are encouraged and supported 6 83%

within the service personnel team.

The study on operational strategies of inns in Legazpi City examined resource management

practices, as presented in Table 2. The data indicates varying levels of effectiveness in different areas of

resource management within these inns. While recruitment processes were deemed effective by 66% of

respondents, comprehensive training programs received slightly lower approval at 50%. Adequacy of

staffing levels during peak periods was recognized positively by 66% of respondents. However, certain

practices garnered higher levels of agreement, such as performance evaluations (100%), cross-training

opportunities (83%), clear communication of job descriptions and expectations (83%), and open channels

of communication between management and service personnel (83%). Notably, empowering service

personnel to resolve guest issues promptly and supporting continuous improvement initiatives were also

well-received, both scoring 83% agreement. Overall, the findings suggest a generally positive perception

of resource management strategies within inns in Legazpi City, with notable areas of strength in

performance evaluation, communication, and initiatives for employee development and empowerment.

However, there are opportunities for improvement, particularly in recruitment processes and training

programs, to further enhance the quality-of-service personnel. These insights can inform managerial

decisions aimed at optimizing resource management practices to ultimately enhance guest satisfaction and

overall motel performance.

When analyzing the data on resource management practices within inns in Legazpi City, notable

connections with related studies emerge. Research by the National Association of REALTORS® Research

Group (2021) provides valuable case studies on repurposing hotels and inns, emphasizing the necessity of
adaptability in the accommodation sector. This aligns closely with the varying effectiveness levels in

resource management highlighted in Table 2 of the study, underscoring the importance of adaptability.

For example, practices such as performance evaluations and cross-training opportunities received

high approval ratings (100% and 83% agreement, respectively), while comprehensive training programs

scored lower (50% agreement). Performance evaluations are crucial for providing regular feedback and

ensuring staff development aligns with the establishment's goals. Cross-training opportunities enhance staff

versatility and improve operational efficiency by enabling employees to handle multiple roles as needed,

ensuring consistent service quality even with fluctuating staffing levels.

This observation resonates with the practical advice in "How to Start and Run a Motel: Complete

Guide for Small Property Operators" by Little Hotelier (2023), which highlights foundational insights

crucial for successful motel management. Little Hotelier emphasizes the importance of robust recruitment

processes and ongoing training programs to equip staff with the necessary skills and knowledge. Effective

recruitment ensures inns hire skilled individuals who fit the company culture, enhancing overall service

quality. Comprehensive training programs, though scoring lower in agreement, are identified as critical

areas for improvement, essential for developing staff competencies and ensuring consistent service

standards.

The data reveals opportunities for enhancement in recruitment processes and training programs,

crucial for improving service quality. This suggests that while current practices are effective in some areas,

significant improvements are needed in others to achieve a more balanced and comprehensive resource

management approach.

These connections illustrate how the data analysis not only reflects but also reinforces insights from

related studies, highlighting the importance of adaptability and effective management practices for inns in

Legazpi City to thrive in a dynamic hospitality landscape. Adaptability enables inns to respond to industry
trends, guest expectations, and operational challenges, ensuring sustained competitiveness and growth.

Effective resource management practices are critical for maintaining high service standards, improving

operational efficiency, and ultimately enhancing guest satisfaction

Table 3. Physical Maintenance

This section offers a concise analysis of the data emphasizing physical maintenance methods.

This aims to highlight critical developments and findings related to the study

Indicators Frequency Percentage

1. Regular cleaning and maintenance of passages are conducted to 6 100%

ensure cleanliness and safety.

2. Room amenities and furnishings are well-maintained and in good 5 83%

condition.

3. Furniture and decor in the reception area are well-maintained and 5 83%

aesthetically pleasing.

4. The reception desk is staffed by knowledgeable personnel who can 6 100%

assist guests efficiently.

5. Informational materials and signage are prominently displayed for 5 83%

guest convenience.

6. Linen rooms are organized and stocked with an adequate supply of 6 100%

linens and towels.

7. Inventory management systems are in place to track linen usage and 5 83%

replenishment.

8. The kitchen is maintained in compliance with health and safety 5 83%

regulations.
 9. Parking spaces are clearly marked and easily accessible for guests. 6 100%

10. Security measures are in place to prevent unauthorized access to the 6 100%

parking area.

The study on operational strategies of inns in Legazpi City investigated physical maintenance

practices, as outlined in Table 3. The data reveals a strong emphasis on ensuring cleanliness, safety, and

guest satisfaction through well-maintained physical facilities and amenities. Key findings include

unanimous agreement (100%) on the regular cleaning and maintenance of passages, staffing knowledgeable

personnel at the reception desk for efficient guest assistance, and ensuring the availability of clearly marked

and easily accessible parking spaces with security measures in place to prevent unauthorized access.

Additionally, aspects such as the condition of room amenities and furnishings, furniture and decor in the

reception area, organization and stocking of linen rooms, presence of informational materials and signage,

implementation of inventory management systems, and maintenance of the kitchen in compliance with

health and safety regulations were positively acknowledged by the majority of respondents (83%). These

results underscore the inns’ commitment to maintaining high standards of cleanliness, safety, and overall

guest satisfaction. The findings suggest that effective physical maintenance practices play a crucial role in

enhancing the guest experience and contribute to the overall success of inns in Legazpi City.

The analysis of resource management practices within inns in Legazpi City reveals varying levels

of effectiveness across different areas, with percentages reflecting insights from related studies. For

instance, the unanimous recognition of performance evaluations by all respondents (100%) aligns with

professional discourse from sources like the Hotel Business Review and the Journal of Hotel and Business

Management (2023), which emphasize the importance of robust performance management systems in

enhancing employee productivity and guest satisfaction. Research indicates that structured performance

evaluations provide valuable feedback to employees, align individual goals with organizational objectives,

and ultimately improve overall service delivery. These evaluations ensure that employees are aware of their

strengths and areas for improvement, fostering a culture of continuous development and excellence.
 Similarly, the positive perception of cross-training opportunities (83% agreement) resonates with

insights from the Sustainable Hospitality Alliance (2023), which underscores the significance of employee

development in promoting sustainability and operational efficiency within the hospitality sector. Cross-

training not only enhances employees' skill sets but also fosters a culture of flexibility and adaptability,

enabling staff to seamlessly transition between different roles and responsibilities as needed. This

adaptability is crucial for maintaining high service standards during peak times or staff shortages, thereby

improving operational resilience and guest satisfaction.

However, certain practices, such as comprehensive training programs, received lower approval

rates (50% agreement), indicating potential areas for improvement. This corresponds with insights from

SiteMinder (2023) regarding emerging industry trends, suggesting a need for continuous learning and

adaptation to meet evolving guest expectations and industry standards. Comprehensive training programs

play a crucial role in equipping employees with the necessary knowledge and skills to deliver exceptional

service, ensuring consistency and quality across all guest interactions. Investing in these programs can

significantly enhance employee competence and confidence, leading to improved guest satisfaction and

loyalty.

The positive acknowledgment of open channels of communication between management and service

personnel (83% agreement) reflects the emphasis on effective communication strategies advocated by

industry experts to enhance teamwork and operational efficiency. Transparent and open communication

channels facilitate the sharing of ideas, concerns, and feedback, fostering a collaborative work environment

where employees feel valued and engaged. This, in turn, leads to higher levels of job satisfaction,

productivity, and ultimately, improved guest experiences. Effective communication ensures that all team

members are aligned with the motel’s goals and can work together to address any issues that arise, thereby

maintaining a high standard of service.

 III. Challenges in Operational Strategies of Inns in Legazpi City (Objectives of the Study #3)

The researchers examined the challenges faced by inns in Legazpi City regarding their operational

strategies. By identifying and examining these challenges, the researchers aim to gain a comprehensive

understanding of the factors hindering effective management practices within the hospitality sector.

The objective is to shed light on the specific hurdles encountered by inns in Legazpi City, encompassing

areas such as reception service, resource management, and physical maintenance. Through rigorous

analysis and data interpretation, this study endeavors to provide insights that can inform strategic decision-

making and facilitate the development of targeted solutions to address these challenges.

Table 4. Reception Service

Table 1 Reception Service provides a detailed examination of various aspects related to reception

services. This table serves as a basis for analyzing and interpreting the findings, offering a clear

visualization of the reception service's performance and its implications for the broader stud

Indicators Frequency Percentage

1. Front office staff face challenges in handling guest inquiries and 1 16%

requests effectively.

2. Housekeeping/room attendants encounter challenges in maintaining 3 50%

cleanliness standards in guest rooms.

 3. Bell service staff face challenges in handling guest luggage and 2 33%

transportation requests promptly.

4. Bell service staff struggle with managing guest arrivals and departures 0 0%

efficiently, leading to delays or confusion.

5. Front office staff encounter difficulties in managing check-in and 1 16%

check-out processes efficiently.

The study on operational strategies of inns in Legazpi City examined challenges encountered in

reception services, as presented in Table 4. The data reveals varying degrees of difficulties faced by motel

staff in different aspects of reception service. While only 16% of respondents noted challenges with front

office staff handling guest inquiries effectively and managing check-in/check-out processes efficiently, half

of the respondents (50%) indicated difficulties encountered by housekeeping/room attendants in

maintaining cleanliness standards in guest rooms. Additionally, 33% of respondents acknowledged

challenges faced by bell service staff in promptly handling guest luggage and transportation requests.

Surprisingly, no respondents reported challenges with bell service staff managing guest arrivals and

departures efficiently. Overall, while certain areas such as housekeeping maintenance pose significant

challenges, the absence of reported difficulties in managing guest arrivals and departures suggests effective

operational strategies in place. These findings highlight specific areas for improvement within reception

services, particularly in enhancing cleanliness standards in guest rooms, and prompt handling of guest

requests by bell service staff. Addressing these challenges can lead to improved guest satisfaction and

operational efficiency within inns in Legazpi City.

Local perspectives from the Dallas Business Journal (2021) offer invaluable insights into the

competitive landscape, aiding in understanding market dynamics pertinent to inns in Legazpi City. The

diverse challenges encountered by motel staff in various facets of reception service, as delineated in Table

4, mirror the competitive milieu outlined by the Dallas Business Journal. Notably, while only 16% of

respondents noted challenges with front office staff handling guest inquiries effectively and managing
check-in/check-out processes efficiently, half of the respondents (50%) reported difficulties faced by

housekeeping/room attendants in maintaining cleanliness standards in guest rooms. These findings

underscore the necessity for inns to strategically position themselves in response to market demands, with

a particular emphasis on upholding stringent cleanliness standards to sustain competitiveness.

Insights from the Forbes Business Development Council (2023) shed light on industry-driving

trends crucial for strategic management within inns in Legazpi City. The data analysis accentuates specific

challenges within reception services, such as the reported difficulties faced by bell service staff in promptly

handling guest luggage and transportation requests, cited by 33% of respondents. These findings underscore

the significance of tailoring engagement strategies, as emphasized by the Forbes Business Development

Council, to effectively meet guest preferences and expectations. Adapting to these trends involves

enhancing staff training in areas of guest interaction and service delivery, ensuring that the bell service staff

can efficiently manage these tasks to improve overall guest satisfaction.

Furthermore, studies by Cho and Woods, Liu and Li, and Gao and Mattila (2019) delve into the

profound impact of digital marketing and online reviews on guest perceptions and behaviors. Although the

data analysis did not directly address digital marketing or online reviews, the identified challenges within

reception services, such as cleanliness standards and the prompt handling of guest requests, are intrinsically

linked to guest satisfaction, which can be significantly influenced by online reviews and digital marketing

efforts. Positive online reviews often highlight exceptional cleanliness and responsive service, factors that

directly correlate with the areas needing improvement as identified in the data analysis.

Inns in Legazpi City can leverage insights from these studies to craft tailored engagement strategies

addressing specific challenges identified in reception services, thereby enhancing both guest satisfaction

and operational efficiency. Implementing robust digital marketing campaigns that emphasize the inns'

commitment to cleanliness and excellent service can attract more guests and improve their online

reputation. Additionally, responding to online reviews and actively seeking guest feedback can provide
valuable insights into areas needing further improvement and demonstrate a commitment to guest

satisfaction. By addressing these areas, inns can not only improve their operational practices but also build

stronger, positive relationships with their guests, fostering loyalty and repeat business.

Table 5. Resource Management

This table provides a comprehensive overview of resource management strategies explored in this

study's results and discussion section. It outlines key findings and comparisons, showing how effectively

different methods use

Indicators Frequency Percentage

1. Difficulty in recruiting qualified service personnel. 2 33%

2. High turnover rates among service personnel. 1 16%

3. Inadequate training programs for service personnel. 1 16%

4. Challenges in scheduling and managing service personnel shifts. 2 33%

5. Limited budget for compensating service personnel adequately. 0 0%

The study on operational strategies of inns in Legazpi City explored challenges related to resource

management, as depicted in Table 5. The data reveals several key areas where inns encounter difficulties in

effectively managing their human resources. One-third of respondents identified recruiting qualified service

personnel as a significant challenge, indicating potential gaps in the recruitment process that hinder the

attraction of skilled staff. Similarly, challenges in scheduling and managing service personnel shifts were

reported by another one-third of respondents, suggesting operational difficulties in optimizing staff

schedules. Additionally, 16% of respondents highlighted high turnover rates among service personnel and

inadequate training programs as further challenges. Notably, no respondents reported constraints related to

budget limitations for compensating service personnel adequately. Overall, the findings underscore the
importance of addressing challenges in recruitment, training, and scheduling to ensure the availability of

skilled and motivated staff, ultimately enhancing the quality-of-service delivery within inns in Legazpi City.

The significant challenge of recruiting qualified service personnel, reported by one-third of

respondents, resonates with perspectives from the Dallas Business Journal (2021), shedding light on the

competitive landscape and emphasizing the critical role of talent acquisition for inns seeking effective

positioning within the market. Similarly, the hurdles highlighted in scheduling and managing service

personnel shifts, also noted by one-third of respondents, reflect the operational intricacies outlined by the

Dallas Business Journal, underscoring the necessity for strategic management to adeptly navigate dynamic

market demands. Inns must implement robust recruitment strategies to attract and retain top talent, ensuring

they have the necessary skills and qualifications to provide exceptional service to guests. Additionally,

efficient scheduling practices are essential for optimizing staff resources and ensuring adequate coverage

during peak periods, enhancing guest satisfaction and operational efficiency.

Insights from the Forbes Business Development Council (2023), elucidating trends propelling the

industry forward, are mirrored in the challenges identified within the data analysis. The difficulties

encountered in recruitment and scheduling underscore the importance of aligning operational strategies

with industry trends to ensure optimal resource utilization and guest satisfaction. Inns must stay abreast of

emerging trends in talent management and operational efficiency, leveraging technology and best practices

to address staffing challenges and enhance the guest experience.

Moreover, although not directly addressed in the data analysis, the reported challenges regarding

high turnover rates and inadequate training programs (16% agreement) align with studies by Cho and

Woods, Liu and Li, and Gao and Mattila (2019), which delve into the profound impact of digital marketing

and online reviews. These challenges underscore the pivotal role of employee satisfaction and training in

upholding service quality, which directly influences online reputation and guest preferences in the digital

age. Inns must invest in comprehensive training programs and employee development initiatives to enhance

staff skills and job satisfaction, reducing turnover rates and ensuring consistent service delivery. By
addressing these challenges, inns in Legazpi City can maintain a competitive edge and thrive in the ever-

evolving hospitality landscape, enhancing their reputation and attracting more guests in the highly

competitive market.

Table 6. Physical Maintenance

This section offers a concise analysis of the data emphasizing physical maintenance methods.

This aims to highlight critical developments and findings related to the study.

Indicators Frequency Percentage

1. Accessibility challenges in passages hinder movement for guests with 0 0%

disabilities.

2. Damage to furniture and fixtures in guest rooms necessitates frequent 2 33%

replacements or repairs.

3. Inadequate signage or directional cues in the reception area lead to 1 16%

guest confusion.

4. Inventory management challenges in linen rooms lead to shortages or 1 16%

excess supplies.

5. Limited parking space availability leads to guest dissatisfaction and 1 16%

inconvenience.

Table 6 presents the analysis of operational strategies within inns in Legazpi City, focusing on

challenges related to physical maintenance. The data underscores various areas where inns grapple with

difficulties in upkeeping their physical facilities to meet guest needs and expectations. Notably, no

respondents reported accessibility challenges for guests with disabilities, suggesting commendable efforts

in ensuring inclusivity and compliance with accessibility standards. However, challenges such as damage

to furniture and fixtures in guest rooms (33% of respondents), inadequate signage in reception areas (16%

of respondents), inventory management issues in linen rooms (16% of respondents), and limited parking

space availability (16% of respondents) were identified. These findings underscore the importance of
addressing maintenance and logistical challenges to enhance the overall guest experience and ensure guest

satisfaction. Addressing these concerns could lead to improvements in guest comfort, convenience, and

overall satisfaction within inns in Legazpi City.

The influence of sharing economy platforms like Airbnb, scrutinized by DiPietro and Wang, Li and

Wang (2019), underscores the competitive dynamics that inns in Legazpi City must navigate. The

challenges identified in physical maintenance, such as damage to furniture and fixtures in guest rooms (33%

of respondents), inadequate signage in reception areas (16% of respondents), and limited parking space

availability (16% of respondents), reflect the need for inns to maintain high standards to remain competitive

in the hospitality landscape. As Airbnb and similar platforms offer alternative accommodation options, inns

must ensure that their facilities are well-maintained and provide superior guest experiences to attract and

retain customers.

Frameworks proposed by Kim, S. S., & Lee, Lee and Back, Kim, H. J., & Kim (2019) emphasize

the significance of sustainability and stakeholder engagement, offering valuable guidance for inns in

Legazpi City. Addressing challenges in physical maintenance, such as inventory management issues in linen

rooms (16% of respondents), is crucial for inns to align with community values and uphold sustainability

goals by minimizing waste and optimizing resource use.

Efficient inventory management systems play a pivotal role in reducing waste and ensuring the

responsible use of resources. By accurately tracking linen usage and implementing systems to monitor

inventory levels, inns can minimize overstocking and reduce the need for frequent replacements, thereby

decreasing waste and associated costs. Additionally, adopting eco-friendly practices, such as using energy-

efficient appliances and environmentally friendly cleaning products, further reduces the motel's

environmental footprint and enhances its reputation as a responsible corporate citizen.

Engaging with stakeholders, including employees, guests, and the local community, is also essential

for promoting sustainability and fostering a positive reputation. Inns can involve employees in sustainability
initiatives by providing training on eco-friendly practices and encouraging them to contribute ideas for

reducing environmental impact. Engaging with guests through communication channels and signage about

the motel's sustainability efforts not only raises awareness but also demonstrates a commitment to

environmental responsibility.

Challenges highlighted by Williams (2020), Turner (2022), and Clark (2019) concerning consistency

in front desk services and resource allocation for physical maintenance underscore the need for strategic

agility and operational excellence within inns. Ensuring that front desk staff are well-trained and equipped

to provide consistent and personalized service to guests is paramount. Front desk staff serve as the face of

the motel, and their interactions with guests significantly influence overall guest satisfaction and

perceptions of the establishment. Therefore, investing in comprehensive training programs for front desk

staff, covering areas such as guest communication, problem-solving, and conflict resolution, is essential to

maintain high service standards and meet guest expectations consistently.

Additionally, allocating resources effectively for physical maintenance tasks is crucial to ensuring that

facilities are well-maintained and meet guests' expectations. This involves strategically planning and

budgeting for maintenance activities, prioritizing tasks based on urgency and guest impact, and ensuring

timely execution. Adequate resource allocation for maintenance ensures that facilities remain in optimal

condition, minimizing the likelihood of disruptions to guest experiences and enhancing overall satisfaction.

The data analysis findings, particularly regarding challenges in physical maintenance, reinforce the

importance of these factors in managing inns effectively, ensuring both guest satisfaction and sustainability

goals are upheld. By addressing these challenges and implementing strategies to improve physical

maintenance and front desk services, inns in Legazpi City can maintain their competitiveness in the

hospitality industry and thrive in a rapidly evolving market.

 IV. Solutions and Resolve for those Challenges Encountered (Objectives of the Study
#4)

A. Recommendations for Objectives of the Study #1

Inns in Legazpi City should prioritize fostering a guest-centric culture by investing in comprehensive

training initiatives for frontline staff. These initiatives should focus on cultivating qualities such as

hospitality, knowledge, and approachability, as highlighted by the research of DiPietro and Wang, Li and

Wang (2019). Their emphasis on the pivotal role of personalized guest experiences underscores the

importance of training staff to provide tailored and attentive service to each guest. By incorporating these

principles into training programs, inns can enhance service quality, create memorable guest experiences,

and foster guest loyalty.

Moreover, maintaining high standards of cleanliness and rapid issue resolution, as outlined by Neuhass

Inn, Sunway Inn, and Kathrine's Inn, is crucial to meeting and exceeding guest expectations. Regular

inspections and daily room checks are effective practices that ensure consistent service excellence across

all areas of the motel. By implementing these procedures, inns can identify and address issues promptly,

maintaining a clean and comfortable environment for guests throughout their stay. This attention to detail

demonstrates a commitment to guest satisfaction and contributes to positive guest reviews and

recommendations.

Recognizing and appreciating service personnel is essential for creating a supportive workplace culture,

as discussed by Williams (2020), Turner (2022), and Clark (2019). Inns can follow Neuhass Inn's example

by implementing initiatives such as employee recognition programs, performance incentives, and

opportunities for personal growth. Williams, Turner, and Clark's research emphasizes the importance of

acknowledging the efforts of frontline staff and providing incentives for exceptional performance, which

can significantly enhance morale and job satisfaction.

Effective communication and alignment of job expectations, as demonstrated by Cali Inn, are also vital

for fostering a positive work environment. Cali Inn's practices highlight the importance of clear
communication channels between management and staff, ensuring that everyone understands their roles

and responsibilities. Inns should establish open channels of communication where employees feel

comfortable voicing their concerns and ideas, as emphasized by Cali Inn's approach. This fosters a

collaborative work environment where feedback is valued and issues can be addressed promptly,

contributing to overall employee satisfaction and productivity.

Regular maintenance and inspections should be prioritized across all areas of the establishment,

including guest rooms, common areas, and kitchen facilities, echoing the insights provided by Neuhass Inn,

Sunway Inn, and Kathrine's Inn. Inns should implement daily cleaning routines, checklists, and regular

inspections to comply with hygiene regulations and prevent maintenance issues, as highlighted in their

operational strategies. Additionally, special attention should be given to reception area maintenance to

create a positive first impression for guests, aligning with the emphasis on cleanliness and organization

from the aforementioned studies.

B. Recommendations of Objective of the Study #2

Based on the comprehensive study conducted on the operational strategies of inns in Legazpi City, it is

evident that these establishments are committed to delivering exceptional reception services, efficient

resource management, and meticulous physical maintenance practices, as highlighted by various related

studies. Objective 2 of the study focused on resource management practices within the inns, shedding light

on key areas of strength and areas for improvement within the industry.

The effectiveness of performance evaluations, with 100% agreement among respondents, underscores

the inns' commitment to assessing employee performance and providing constructive feedback for

continuous improvement, as emphasized by the research of the Hotel Business Review and the Journal of

Hotel and Business Management (2023). These studies highlight the importance of structured performance

management systems in enhancing employee productivity and guest satisfaction. By conducting regular
performance evaluations, inns can identify areas for improvement and provide targeted training and support

to their staff, ultimately enhancing overall service quality and guest experiences.

Additionally, the existence of cross-training opportunities and clear communication of job descriptions

and expectations were acknowledged positively, demonstrating a proactive approach to employee

development and role clarity, echoing insights from the Sustainable Hospitality Alliance (2023). The

Sustainable Hospitality Alliance emphasizes the significance of employee development in promoting

sustainability and operational efficiency within the hospitality sector. Cross-training initiatives not only

enhance employees' skill sets but also foster a culture of flexibility and adaptability, enabling staff to

seamlessly transition between different roles and responsibilities as needed, thereby improving operational

resilience and guest satisfaction. Similarly, clear communication of job expectations ensures that employees

understand their roles and responsibilities, reducing confusion and enhancing overall efficiency within the

organization.

Moreover, the presence of open channels of communication between management and service

personnel, as recognized as essential in studies by Williams (2020), Turner (2022), and Clark (2019), fosters

a collaborative environment where issues can be addressed promptly and transparently, aligning with the

findings from Neuhass Inn, Sunway Inn, and Kathrine's Inn. These studies underscore the importance of

effective communication in enhancing teamwork and operational efficiency within the hospitality sector.

By establishing open channels of communication, inns create an environment where employees feel valued

and empowered to voice their concerns and ideas, ultimately leading to higher levels of job satisfaction and

productivity.

Furthermore, empowering service personnel to resolve guest issues and supporting continuous

improvement initiatives also received high approval, reflecting a culture of empowerment and innovation

within the establishments, echoing the recommendations from Neuhass Inn, Sunway Inn, and Kathrine's

Inn. Empowering frontline staff to take ownership of guest interactions and problem-solving not only

improves guest satisfaction but also fosters a sense of pride and ownership among employees. Additionally,
supporting continuous improvement initiatives encourages staff to actively seek out opportunities for

innovation and process optimization, leading to ongoing enhancements in service quality and operational

efficiency. This culture of empowerment and innovation is essential for inns to stay competitive and adapt

to changing guest expectations in the dynamic hospitality industry.

However, there are areas for enhancement identified in recruitment processes and training programs,

where approval ratings were slightly lower. Investing in comprehensive training programs tailored to the

specific needs of the hospitality industry, as advocated by DiPietro and Wang, Li and Wang (2019), and

refining recruitment processes to ensure the selection of qualified candidates can further enhance the

quality-of-service delivery, aligning with the findings from the study.

C. Recommendations for the Objectives of the Study #3

To effectively address the multifaceted challenges encountered within reception services, resource

management, and physical maintenance across inns in Legazpi City, a cohesive strategy is imperative, as

highlighted in studies by DiPietro and Wang, Li and Wang (2019), and Neuhass Inn, Sunway Inn, and

Kathrine's Inn. Beginning with comprehensive training programs aimed at all service personnel,

emphasizing skill enhancement, service excellence, and career advancement opportunities, aligns with

recommendations from the Hotel Business Review and the Journal of Hotel and Business Management

(2023), which emphasize the importance of structured performance management systems in enhancing

employee productivity and guest satisfaction.

Integrating technology solutions, such as scheduling software and feedback management systems, can

streamline operations and enhance communication channels, as suggested by Williams (2020), Turner

(2022), and Clark (2019). These systems facilitate efficient resource allocation and responsive service

delivery, addressing challenges outlined in the research. Moreover, adopting a guest-centric approach is

vital, with continuous feedback mechanisms enabling real-time insights into guest experiences and

preferences, echoing insights from Neuhass Inn, Sunway Inn, and Kathrine's Inn.
 Proactive maintenance strategies, supported by regular inspection schedules and preventive

maintenance protocols, ensure optimal facility upkeep and minimal disruptions, aligning with findings from

the Dallas Business Journal (2021). Embracing sustainability practices, as emphasized by Kim, S. S., &

Lee, Lee and Back, Kim, H. J., & Kim (2019), not only aligns with environmental goals but also yields

long-term cost savings and enhances guest appeal, contributing to overall guest satisfaction and loyalty.

Employee engagement initiatives and recognition programs, advocated by Williams (2020), Turner

(2022), and Clark (2019), foster a positive work environment, reducing turnover rates and contributing to

a more positive guest experience, echoing recommendations from Neuhass Inn, Sunway Inn, and Kathrine's

Inn. Community engagement efforts further strengthen the motel's reputation and relationships with local

stakeholders, aligning with insights from the Dallas Business Journal (2021) on the importance of local

perspectives in understanding market dynamics and enhancing the motel's positioning in the competitive

landscape.

D. Recommendations for Reception Service

Based on the comprehensive data analysis and insights gleaned from various studies, several

recommendations emerge to enhance reception service operations within inns across Legazpi City. Firstly,

there is a pressing need to invest in comprehensive frontline staff training. This training should prioritize

enhancing hospitality, knowledge, and approachability, aligning with the emphasis on personalized guest

experiences highlighted in DiPietro and Wang, Li and Wang's (2019) research. Frontline staff should be

equipped with the skills necessary to efficiently handle guest inquiries and requests while maintaining a

professional and courteous demeanor, as underscored by the unanimous agreement among respondents

regarding the exceptional training of front office staff.

Secondly, inns should place a strong emphasis on maintaining high standards of cleanliness and

efficiency in guest interactions. The positive perceptions of housekeeping teams' responsiveness and

cleanliness standards underscore the importance of this aspect. Implementing regular inspection schedules
and preventive maintenance protocols, as suggested by Neuhass Inn, Sunway Inn, and Kathrine's Inn, can

ensure optimal facility upkeep and minimize disruptions, contributing to an enhanced guest experience.

Thirdly, addressing logistical management challenges is crucial. Issues such as damage to furniture and

fixtures in guest rooms, inadequate signage in reception areas, and limited parking space availability need

to be tackled to improve overall operational efficiency. Insights from the Dallas Business Journal and the

Forbes Business Development Council emphasize the importance of tailoring engagement strategies and

addressing physical maintenance issues to effectively meet guest preferences.

Lastly, inns should leverage insights from studies on the impact of digital marketing and online reviews

to enhance reception service operations. Actively managing online reputation and utilizing digital

marketing strategies can significantly improve guest satisfaction and operational efficiency, aligning with

recommendations from Cho and Woods, Liu and Li, and Gao and Mattila (2019).

E. Recommendations for Resource Management

Based on the analysis of resource management practices within inns in Legazpi City and insights from

studies by the National Association of REALTORS® Research Group and practical guides like "How to

start and run a motel," several recommendations can be made to address the identified challenges and

capitalize on opportunities.

Firstly, inn should prioritize fostering a supportive workplace culture by recognizing and

appreciating service personnel, as demonstrated by Neuhass Inn. Implementing employee recognition

programs, performance incentives, and opportunities for personal growth can help cultivate a positive work

environment, aligning with Neuhass Inn's practices. This aligns with the emphasis on employee satisfaction

and engagement highlighted in various industry studies.

Secondly, to address challenges in recruitment processes and training programs, inn should invest

in comprehensive training initiatives tailored to the specific needs of the hospitality industry. Training

programs should focus on enhancing skills, promoting service excellence, and providing career
advancement opportunities, as emphasized by insights from the National Association of REALTORS®

Research Group (2021). This reflects the importance of continuous learning and development in the

hospitality sector.

Clear communication channels between management and staff are essential for addressing

operational complexities effectively. Inns should follow Cali Inn's example by emphasizing clear

communication and aligning job expectations to motivate and retain service personnel. This echoes the

findings from studies by Williams (2020), Turner (2022), and Clark (2019), which highlight the role of

effective communication in enhancing employee satisfaction and performance.

Addressing high turnover rates is crucial for inns to maintain service quality and employee

satisfaction. Initiatives such as employee recognition programs, career advancement opportunities, and

ongoing training, as suggested by Williams (2020), Turner (2022), and Clark (2019), can help mitigate

turnover rates. This underscores the importance of investing in human resources to retain talent and foster

a stable workforce.

Lastly, inns must remain adaptable to changing industry trends and implement effective

management practices to ensure long-term success. Insights from the National Association of

REALTORS® Research Group and practical guides emphasize the importance of adaptability and

foundational management principles in navigating the dynamic hospitality landscape. This highlights the

need for inns to continuously innovate and evolve to meet the evolving needs and expectations of guests.

F. Recommendations for Physical Maintenance

The meticulous examination of physical maintenance practices within Legazpi City's inns provides a

comprehensive insight into their unwavering commitment to ensuring facility upkeep and elevating guest

satisfaction to exemplary levels. Notable among these establishments are Neuhass Inn, Sunway Inn, Cali

Inn, and Kathrine's Inn, distinguished by their unwavering dedication to cleanliness and safety. Neuhass

Inn sets the standard with its thorough daily room checks, while Sunway Inn's meticulous attention to
passageway cleanliness highlights their proactive stance. Similarly, Cali Inn's methodical room

maintenance regimen underscores the collective determination to maintain pristine facilities.

These practices collectively underscore a unified commitment to exceeding guest expectations by

fostering an environment of exceptional cleanliness and safety. From maintaining meticulous kitchen

hygiene standards to ensuring immaculate reception areas, these inns leave no aspect overlooked in ensuring

guests are greeted with an ambiance of cleanliness and professionalism upon arrival. Nevertheless, amidst

these commendable efforts, challenges such as sporadic furniture damage, inconsistencies in signage, and

limitations in parking underscore the perpetual need for improvement and refinement in maintenance

practices (National Association of REALTORS® Research Group, 2021).

Drawing upon insights from pertinent studies, it becomes evident that sustainability, stakeholder

engagement, and operational excellence are pivotal in effectively navigating the challenges associated with

physical maintenance. Studies by Kim, S. S., & Lee, Lee and Back, Kim, H. J., & Kim (2019) offer

invaluable insights into the strategic significance of adopting sustainable practices and fostering robust

stakeholder relationships. By embracing these principles and employing innovative approaches to

maintenance challenges, inns can not only elevate guest satisfaction but also strengthen their competitive

standing within the industry, ensuring enduring success and resilience in the face of evolving guest

expectations and industry dynamics.

Brief Discussions for each Variable

A. Reception Service

The data analysis sheds light on the reception service operations of inns in Legazpi City, providing

valuable insights into challenges and strategies adopted by these establishments to meet guest expectations.

Notably, the study emphasizes a strong commitment to guest satisfaction and service excellence across
various inns, with a focus on frontline staff training and the importance of cleanliness and efficiency in

guest interactions.

The findings indicate a unanimous agreement among respondents regarding the well-trained front office

staff's ability to handle guest inquiries and requests, along with positive perceptions of the professionalism

and courtesy demonstrated by them. Additionally, the high standards of cleanliness maintained by

housekeeping teams and their responsiveness to guest requests received unanimous recognition,

underscoring the significance of cleanliness and prom